Client Care Executive - Multi Skill PSB-2400004671

JOB SUMMARY

• To handle customer calls / issues while providing consistent delivery of customer delight relating to queries/ requests / financial needs / problem resolution keeping focus on SCB Policies.

RESPONSIBILITIES

• Handle customer calls/ issues quickly and effectively and end to end resolution (if applicable)
• Sign up customers for value added services and digital education (if applicable)
• Tag the call type accurately as appropriate
• Give accurate information to customers on his queries / concerns
• Have high awareness levels on KYC and Anti-money laundering Policy
• Multi-skilled to handle both inbound and outbound calls (if applicable)
• Initiate and strive towards achieving set targets and service standards
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable)
• Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / Process gaps and highlight to the management
• Ensure all sales pitches are made without  mis-selling and achieve targets in term of leads / self closure (if applicable)
• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable)
• Customer Data Confidentiality to be strictly adhered to
• Adherence to compliance with all applicable rules / regulations and group policies
• Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, eg – proper authentication, no rejects, maintained turnaround time, etc as define by the group)  are achieved and work towards the improvement
• Follow up on delinquent accounts to negotiate for timely payments (if applicable)

Strategy

• Responsibilities that are related to the development and implementation of a strategy, for example, Awareness and understanding of the Group’s business strategy and model appropriate to the role 

Business

• Responsibilities related to the delivery of business and / or financial objectives, for example, Awareness and understanding of the wider business, economic and market environment in which the Group operates 

Processes

• Reference the processes for which the Role Holder is responsible, as per the Operational Risk Framework definition of first / second line, for example, Responsible for executing and supervising the Budget process. 

People & Talent

• Reference all responsibilities related to people and talent matters, for example:
• Reference al