Standard Chartered Hiring Graduates: Check Post Details

Overview:

Standard Chartered is hiring an experienced Specialist – CRU at their Chennai location. You will perform service operations activities that supplement the client’s frontend request/complaints and manage the bank’s resolution mailbox and other activities like client complaints closure.

The complete details of this job are as follows:

Roles and Responsibilities:

Adhere to Key deliverables with focus on

• Productivity Benchmark
• Process accuracy
• Request resolution within SLA

Key Responsibilities

People

• Identify at least 1 successor for all critical roles that one handles and all reports/MIS that one sends
• Work jointly with team and all Units towards achievement of Organizational Objectives
• Unplanned offs <3 in the year
• Complete assigned complaints within TAT
• Strong knowledge of bank’s products & services and willingness to learn new products
• Flexible to stretch and work across different calendar days and time zones in a week/month
• Identify customer issues & provide a resolution.
• Learn established process and ensure strict compliance at all times.
• Adhere to TAT for closure & Reversals.
• Controls and checks to be followed at all times.

Customer Experience& Productivity

• Ensure the stake holder mails are reverted within target turnaround time
• Ensure TAT is adhered as per pre-agreed SLA on Requests/Complaints/TL Calls/Static data
• High on influencing and negotiation
• Strong analytical and communication skills

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.
• Lead to achieve the outcomes set out in the Bank’s Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Audit Controls and Costs

• Ensure adherence to all Group policies & Procedures.
• Ensure timely completion of all Mandatory E-Learning modules and LINQ CIBs are acknowledged.
• Ensure correct & timely updating of leave on the PeopleSoft portal.
• No password sharing.
• Adherence to Email policy.
• Awareness of and adherence to compliance/money laundering guidelines.
• No adverse rating in audits.
• Ensure complete client data confidentiality.

Key stakeholders

• UAE banking clients, CPBB Management

Other Responsibilities

• Embed Here for good and Group’s brand and values ; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats).

Skills and Experience

• Microsoft Office
• Verint

Qualifications

• Education: A bachelor’s degree is preferred.
• Experience: Previous experience in customer service, conflict resolution, or a related field is valuable. Experience in handling complaints and resolving issues is a plus.
• Communication Skills: Strong verbal and written communication skills are essential for effectively addressing complaints and explaining resolutions to customers.
• Problem-Solving Skills: The ability to analyse situations, identify root causes of complaints, and develop effective solutions is crucial.
• Empathy: Empathetic listening and understanding of customer concerns are important for building rapport and finding satisfactory resolutions.
• Patience: Dealing with upset or frustrated customers requires patience and the ability to remain calm under pressure.
• Conflict Resolution Skills: Knowledge of conflict resolution techniques and the ability to mediate between parties in dispute is valuable.
• Attention to Detail: Accurate documentation of complaints and resolutions is essential for record-keeping and process improvement.
• Computer Skills: Proficiency in Microsoft office and customer relationship management (CRM) systems may be required.

Disclaimer: The Recruitment Information provided above is for informational purposes only. The above Recruitment Information has been taken from the official site of the Organisation. We do not provide any Recruitment guarantee. Recruitment is to be done as per the official recruitment process of the company or organization posted the recruitment Vacancy. We don’t charge any fee for providing this Job Information. Neither the Author nor Studycafe and its Affiliates accepts any liabilities for any loss or damage of any kind arising out of any information in this article nor for any actions taken in reliance thereon.