Client Service Executive - Digital servicing & Service Quality Assurance

Job Summary

The client service executive will be responsible for handling client queries/complaints and asking for any information via the digital channel e.g. social media handles like Facebook, Twitter, Linked In, and the Chat Bot options. This will also include calling the client and engaging the client for any information required and providing resolution / clear queries.

• To handle customer social media posts, calls & issues while providing consistent customer delight relating to queries / requests / financial needs / problem resolution keeping focus on SCB policies.
• Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community
• Engage social media commentary directly in carefully phrased social media responses seen by a broad audience.
• Moderate all user-generated content on social media in line with the moderation policy for each community
• Ensure proper follow up / tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the life of their complaint resolution.
• Sign up customers for value added services and digital education (as applicable)
• Tag the social media posts & calls accurately as per internal guidelines & policies
• 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)
• Participation in operational or technical platform trainings, as needed
• Additional duties as assigned
• Give accurate information to customers on his/her queries & concerns
• Have high awareness levels on KYC and anti-money laundering policy
• Multi-skilled to handle both social media posts and outbound calls (as applicable)
• Ensure KPI’s (Key Performance Indicator) & KRI’s (Key Risk Indicator, e.g. proper authentication, no rejects, maintained turnaround time, etc as defined by the group) are achieved and work towards the improvement
• Ability to write, think and work quickly without losing focus.
• Maintain the highest level of professionalism while managing sensitive issues.
• Demonstrate personal ownership and accountability.
• Show empathy while providing thoughtful and prompt resolutions.
• Initiate and strive towards achieving set targets and service standards
• 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)
• Adhere to customer data confidentiality policy
• Adhere to all applicable rules / regulations and group policies
• Support the identification, development and implementation of continuous improvement ideas.
• Provides timely feedback to management concerning operational changes/ideas, and recommends solutions to customer service failures.
• Report on activity and findings, concisely summarizing important community trends and insights that are relevant to social care, team, SCB products and the overall branch
• 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

• Good communication skills
• Social media management - Understanding of Social Media platforms and jargon
• Knowledge of Microsoft Suite – Excel, Word, PPT
• Strong interpersonal skills which encourages and promotes enthusiasm and team spirit

• Minimum qualification should be diploma holder / graduate

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