Client Care Executive

Service Quality

• To achieve set targets in terms of service standards and client satisfaction scores for client inbound calls received
• To provide professional advice and alternatives/solutions to clients’ request and queries using knowledge of bank’s products and services
• To deliver world class phone-based quality service to clients across segments & markets on dedicated 24/7 hotlines
• To adhere to the mandatory compliance check on all inbound calls received & call-backs
• To be responsible for 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc client survey, if any

Compliance Risk And Money Laundering Prevention Requirements

• To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
• Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
• Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
• Uphold the values of the group & company at all times
• Ensure compliance with all applicable rules / regulations and company group policies

Regulatory & Business Conduct

• Display exemplary conduct and live by the Group’s Values and Code of Conduct. 
• Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.