Job Summary

Deliver best in class customer experience, whilst meeting client’s financial needs by providing breakthrough one stop service in a consistent, professional, and friendly manner – embracing our Brand Values (Do the Right thing, Never Settle, Better Together).

Responsibilities

Service

• Handling service & sales inquiries.
• Ensure to achieve high number of calls as individuals without compromising on the quality and professionalism.
• Strengthen customer service capabilities by adhering to required standards:  Identify Bank, identify self, address customers by name; provide prompt, accurate and courteous service, and accurate records.
• Service recovery – turn a complaint/unhappy customer into a loyal satisfied customer with professional and empathetic service recovery.
• Provide Alternate Deliver Channels support – Digital migration through Mobile Online Banking platforms.
• Provide breakthrough one stop service in a consistent, professional and friendly manner – embracing our Brand Promise of Here for Good and Values (Do the Right thing, Never Settle, Better Together).
• Be effectively multilingual to better handle all inbound/outbound calls for all CPBB Clients (English, Kiswahili)
• Improve and maintain the Bank’s No 1 position in quality services and ensure that Group and other Business service levels agreed for various services are met.
• Provide prompt, accurate and courteous service ensuring to fulfil promises made to customers. Under-promise but over-deliver

Business Financial Revenue

• Support all Marketing related programs.
• Take all inbound sales calls/requests and forward those leads to respective staff for closure.
• Cross selling the bank’s products in the process of attending to customers – Service to Sales(S2S).
• Ensure better management of time, stationery, equipment, and telephone usage to manage costs

Control and Risk Management

• Accurately follow identification protocols before advising customer details.
• Ensure to follow the Group Process Standards and Group Code of conduct as per business requirement
• Ensure to follow the Departmental Operating Instruction for all services and products handled at the Client Care Centre.
• Ensure that control lapses are identified in time and all significant risks are escalated to line management in time.
• Ensure no reputation/legal risk through strict following of CDD and AML guidelines.
• Ensure successful or minimal audit comments

Follow up

Follow up activity arising from customers call:

• Resolution of complaint where possible or prompt submission of the complaint to Customer Contact Unit.
• Highlight operational issues expressed by customers.
• Logging of service statistics, complaints, enquiries, ad hoc customer surveys, various service, and product promotions all accurately

Targets

Service standard and target

• Contributing to achieve the department objectives on customer care line of 80% calls responded to within 20 seconds. Also ensure abandoned calls are less than 5%
• Ensure requests or investigations are completed appropriately and faxed out to other channels/departments within the same day.
• Ensure superb follow-up and fulfil promises made to customers.
• Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank.
• Always ensure to take 100% ownership of every situation with a customer, accept and execute customer instructions, efficient problem and complaint resolution, capture customer feedback for future improvement

Sales

• Proactively create sales opportunities, capture sales leads, and generate business referrals through inbound servicing calls or close sales based on request by customers.
• Probe & identify financial needs on service calls and pitch relevant solutions in line with customer charter
• Ensure referrals are keyed into pipelines in a timely manner or forward to the Contact Centre Managers and monitor for closures
• Ensure all sales pitches are made without miss-selling

Admin/Operations Duties

Timely requests for the following Service Through Phone, Online, Mobile and Branch Channels

• Statement, Cheque book, Card activations requests
• Respond on time to all clients’ emails in an Ibanking platform back office and notify the checker to make sure they are also approved on time and the client get the response.
• Prepare and or scan MEMOs for Service Requests done by GBS – static data request.
• Do end of day reconciliation and share status report for other agents to notify client(s).
• Do monthly TCF and periodic VOC surveys – as assigned
• All reports for the days queries i.e. Call logs, ADC Product requests (unlock/reset status)
• Accurate Filing of daily Static Data requests,
• Any other requests that need to be forwarded to other Units for processing as per DOI.

Strategy

• Be the communication channel for all CPBB and its Clients

Business

• CPBB and its clients

Processes

• Ensure adherence to the Retail Authentication Standard process, Control Register and Departmental Operating Instruction.

People & Talent 

• Staff with right profiles – Agents of the Future, empowered & Knowledgeable Frontline and who embed Client obsessed culture.
• Acquire multi-skill for supporting multi-product targets such as Unsecured Lending products and services, mortgage, wealth management services, banca assurance etc.

Risk Management

• Accurately follow identification protocols before advising customer details.
• Ensure to follow the Group Process Standards and Group Code of conduct as per business requirement
• Ensure to follow the Departmental Operating Instruction for all services and products handled at the Client Care Centre.
• Ensure that control lapses are identified in time and all significant risks are escalated to line management in time.
• Ensure no reputation/legal risk through strict following of CDD and AML guidelines.
• Ensure successful or minimal audit comments

Governance 

• Accurately follow identification protocols before advising customer details.
• Ensure to follow the Group Process Standards and Group Code of conduct as per business requirement
• Ensure to follow the Departmental Operating Instruction for all services and products handled at the Client Care Centre.
• Ensure that control lapses are identified in time and all significant risks are escalated to line management in time.
• Ensure no reputation/legal risk through strict following of CDD and AML guidelines.
• Ensure successful or minimal audit comments

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: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

• Embed Here for good and Group’s brand and values in TANZANIA ; Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures; Multiple functions (double hats); [List all responsibilities associated with the role]

Our Ideal Candidate

The following are the qualities that a Customer Contact Centre agent should have and therefore, the qualities sought when interviewing new staff for the position of Customer Contact Centre agent

• Adequate academic qualifications.
• A demonstrable passion for service excellence – a person who subscribes to the “customer is always right” school of thought.
• Computer literate – should at least have working knowledge of MS Office applications.
• Process and Product knowledge – knowledge of bank products, services and delivery channels.
• Well informed on market trends, services provided by the competition etc.
• Team oriented – the agent should be a team player
• Risk management – conscious of risks that the bank could be exposed to and the controls that could be put in place to counter that. The agent should also be able to identify risks that the Customer Contact Centre may be exposed to and the controls that can be put in place to avoid that.
• multi-cultural awareness- as the Customer Contact Centre provides services to customers from all walks of life; this is a pertinent quality for a Customer Contact Centre agent, so as to enhance understanding between the agent and the customer.
• Networking – this means that the agent should be able to work across functional and business boundaries, all a part of “going the extra mile” to provide excellent service.
• Change agent – the agent should be responsive to change as the Customer Contact Centre is a dynamic working environment therefore responding to and managing change is an essential requirement.
• Multi – tasking – a Customer Contact Centre should have the ability to multitask for example, talking on the phone while going through an application to for purposes of responding to queries.
• Good listener – a Customer Contact Centre agent should have good listening and understanding skills. The agent should be patient in their listening.
• Quick thinker – A Customer Contact Centre agent should be able to think fast to enable quick resolution of issues or problems

About Standard Chartered 
We’re an international bank, nimble enough to act, big enough for impact. For more than 160 years, we’ve worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you’re looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can’t wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you’ll see how we value difference and advocate inclusion. Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do.
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well.
• Be better together, we can be ourselves, be inclusive, see more good in others and work collectively to build for the long term.

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits.
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies – everyone feels respected and can realise their full potential.

Recruitment assessments – some of our roles use assessments to help us understand how suitable you are for the role you’ve applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.