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    Customer Service Representative, Chat - Hong Kong, 香港 - Standard Chartered Bank

    Standard Chartered Bank
    Standard Chartered Bank Hong Kong, 香港

    发现在: Talent HK C2 - 3天前

    Standard Chartered Bank background
    全职
    描述

    Role Responsibilities

    Strategy

  • To be a One-Stop Shop to client connecting through client's preferred channels Click-to-Chat, Phone, by providing accurate and timely information on product and services, relevant to their needs.
  • To deliver high quality services to clients

    • Business

  • To ensure professional, efficient and quality service to Clients
  • To accept and execute Client instructions
  • To ensure efficient problem and complaint resolution
  • To cross-sell additional Bank products and services
  • To capture Client feedback for future improvement
  • To capture the nature of Client contacts
  • To meet productivity standard
  • To acquire product knowledge and service skill through staff briefing and coaching from Team Manager

    • Processes

  • Comply with standard Departmental Operations Instruction

    • Risk Management

  • 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)
  • 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);
  • To comply with all relevant policies and procedures covering regulatory, local and group requirements. (for all levels of staff)
  • 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
  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities
  • 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
  • Be responsible for failure to follow relevant rules and processes, failure to properly perform the responsibilities, and implement corrections

    • Governance

  • Awareness and understanding of the Group's business strategy and model appropriate to the role

    • 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.
  • Follow the rules and regulation of Local Regulator.
  • 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.
  • Effectively ensure and intensify internal controls by keeping abreast with developments of applicable local laws and regulations on accountabilities.
  • Cooperate with any investigations or reviews on regulatory failure such as accountability review.
  • Properly perform the duties on management and ensure the effectiveness of internal control.
  • Be responsible for regulatory failure or risks arising from or in connection of the event over which the employee has the duties of management and/or leadership.
  • Be responsible for significant losses due to failure of effectiveness of internal control.

    • Key stakeholders

  • Product Team
  • Fulfilment Team
  • Operation Team
  • Branches
  • CCC

    • Other Responsibilities

  • Embed Here for good and Group's brand and values in Voice and Virtual Hong Kong; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

    • Our Ideal Candidate

  • Education: University or Above
  • Languages: Fluency in English and Cantonese (Mandarin Is A Plus)

    • Role Specific Technical Competencies

  • Call Center Management
  • Customer Experience Management
  • Customer Interaction
  • Effective Communications
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