Client Care Executive, Personal Clients

2 weeks ago

Shenzhen, Guangdong, China Standard Chartered Bank Full time

Role Responsibilities

Job Summary

Responsible – Answer customer inquiries, maintain relationships with customers and provide excellent customer service to ensure customer needs are met 回答客户咨询,维护与客户的关系并提供卓越的客户服务以确保满足客户需求 Accountable – Follow the bank's management manual, operation manual and established policy of related products, accept and operate the instructions from customers 遵循银行的管理手册,操作手册和相关产品的既定政策,接受并操作客户下达的指示 Consulted – Seize cross selling and referral opportunities to introduce products and services to existing and potential customers 抓住交叉销售和转介业务的机会,向现有和潜在客户介绍产品和服务 Informed – Awareness and understanding of the wider business, economic and market environment in which the Group operates. 充分了解和认知集团业务经营范围所处的商业、经济和市场环境。

Responsibilities

Strategy

Awareness and understanding of the Group's business strategy and model appropriate to the role. 充分了解和认知集团的业务战略和定位模式。

Business

Awareness and understanding of the wider business, economic and market environment in which the Group operates. 充分了解和认知集团业务经营范围所处的商业、经济和市场环境。

Processes

Answer customer inquiries, maintain relationships with customers and provide excellent customer service to ensure customer needs are met 回答客户咨询,维护与客户的关系并提供卓越的客户服务以确保满足客户需求 Follow the bank's management manual, operation manual and established policy of related products, accept and operate the instructions from customers 遵循银行的管理手册,操作手册和相关产品的既定政策,接受并操作客户下达的指示 Understand the financial needs of customers, and provide appropriate products according to customer needs 了解客户的金融需求,并根据客户需求提供合适的产品 Seize cross selling and referral opportunities to introduce products and services to existing and potential customers 抓住交叉销售和转介业务的机会,向现有和潜在客户介绍产品和服务 Actively cooperate and support marketing activities to achieve sales performance targets 积极配合和支持市场推广活动,完成销售业绩指标 Solve customer complaints or dissatisfaction, understand customer feedback to continuously improve service quality 解决客户的投诉或不满,了解客户反馈以持续改善服务质量 Meet the customer service center service standards and offline rate requirements 达到客户服务中心的服务标准和掉线率要求 Actively listen to and participate in regular meetings and training to acquire product knowledge and service skills 积极聆听和参与定期的会议和培训,获得有关产品的知识和服务的技巧

Risk Management

To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. ( for Managers or Officers) 确保概述于呼叫中心手册或DOI中的控制程序被充份得当地使用和确保员工遵从以上守则。(适用于经理或高级职员) To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre. (for all levels of staff) 遵守与你在呼叫中心工作职责的相关程序及控制的要求。(适用于所有级别职员) To comply with all applicable money laundering prevention procedures and, in particular, report any suspicious activity to the Unit Money Laundering Prevention Officer and line manager. (for all levels of staff) 遵守所有适用的反洗黑钱程序,尤其是向反洗黑钱专责职员和直属上司报告任何可疑活动。(适用于经理或高级职员) To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff) 遵守所有相关的政策和程序,包括所有监管规条,本地及集团的要求。(适用于所有级别职员)

Regulatory & Business Conduct

Display exemplary conduct and live by the Group's Values and Code of Conduct. 展示模范行为,并按照集团的价值观和行为准则执行。 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. 承担个人责任,嵌入渣打银行的最高道德标准,包括监管和商业行为。包括理解和确保在文字和精神上 遵守所有适用的法律、法规、准则和集团行为准则。 Lead the [N/A] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] * 带领[N/A]实现行为原则中所要求的结果:【公平对待客户;有效的金融市场行为;合规的处理金融犯罪;正确的环境】。 Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters. 有效且配合地识别、报送、避免和解决风险、行为规范和合规问题。 Fully understand the importance of Consumer Rights Protection, prevent damage to consumer's best interest, implement regulatory requirements related to Consumer Rights Protection. 充分了解消费者权益保护的重要性,防止损害消费者的最佳利益,实施与消费者权益保护相关的监管要求。

Key stakeholders

CPBB/HR/Legal/Compliance/CFCC/CCIB

Other Responsibilities

Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set out in applicable local laws and regulations as well as SCB internal policies 理解、认同并遵守本地法律法规以及渣打内部政策中关于个人问责和职责的要求; Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities 跟上本地问责法律法规的发展,以有效地确保并强化内控; Perform job duties with diligence, contribute to efforts as an individual or as a team member so as to avoid any actual or potential legal sanctions, regulatory penalties, material financial loss, or adverse reputational impact on the Bank 审慎勤勉地履行岗位职责,以个人或团队成员的身份,为避免任何导致银行遭受或可能遭受法律制裁、监管处罚、重大财务损失或声誉负面影响而做出努力; Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections 对未遵守相关规范和流程、未适当履行职责以及未执行整改措施承担相应责任; Cooperate with any investigations or reviews on regulatory failure such as accountability review 配合任何关于违反监管规定的调查或审查,例如,问责审查。

Our Ideal Candidate

Academic or Professional Education/Qualifications: Associate college graduated or above Bank training: CCC Day 1 Readiness Training. Languages; Mandarin; English Preferred to have customer service or sales work experience, welcome to finance / economics related professional fresh graduates 优先选择具备客户服务或销售工作经验者,欢迎财务/经济类相关专业的应届毕业生 Proficiency in computer usage 熟练操作电脑 Excellent interpersonal skills 优秀的人际沟通技能 Able to work under pressure and willing to meet challenges 能够在压力下工作并乐于迎接挑战 Positive work attitude and motivation 积极的工作态度和工作动力

Role Specific Competencies

Addressing Customer Needs Anti-money Laundering Policies and Procedures Bank Account Features and Services Customer Experience Management Customer Interaction Customer Retention Customer Support Policies, Standards and Procedures Effective Communications Electronic Banking Products Regulatory Environment - Financial Services Self-Service and Virtual Call Centers

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