深圳招聘

职位描述：
JOB PURPOSE:

To be a One-Stop-Shop to all ETB Retail Banking as well as NTB clients connecting SCB through client’s preferred channels, i.e. Click-to-Chat by providing accurate and timely information on product and services, relevant to their needs:
1) Assist clients in the fulfillment of their transaction or servicing request in a multi channels manner: click-to-chat and video-chat
2) Achieve First Call Resolution in all client’s interactions, where ever possible
3) Promote the use of automated channels and its benefits to clients
4) Acquire new business by proactively offer and generate new sales opportunities
5) Leverage continuous improvement journey by proposing and giving suggestions / recommendations on workflow implementation and productivity improvements

KEY RESPONSIBILITIES:

People
? To collaborate with the team members to achieve the common objectives.
? To display time flexibility towards shifts as per floor requirements.
? To adhere to the work schedule as per assigned.

Client Experience:
? To provide personalised client servicing of the highest level.
? To introduce and educate clients of the self service/automated banking channels and help them to use the services extensively.
? To maintain prescribed quality levels and to convey right information to the clients and avoid mis-selling and complaints.
? To building positive rapport with different types of clients.
? To take appropriate actions to effectively control the interaction with clients be it phone/audio call, click-to-chat or video-chat.
? To apply the proper phone, click-to-chat, video-chat etiquette to satisfy various client situations.

Frontline Experience:
? To attend the prescribed training sessions and improve product knowledge and phone, click-to-chat and video banking skills consistently.
? To be responsible to satisfy client and maintain good image / reputation for the organization.
? To update the existing database with changes and the status of existing / prospective clients.
? To arrange for dispatch of products, information packages, brochure et al to clients.

Revenue & Productivity:
? To educate client about the product and service offered.
? To achieve the sales, revenue or sales referrals target whenever applicable.
? To generate successful sales / referral based on the analytics-generated leads / promotional activities.
? To complete the end-to-end, non-client facing sales fulfilment – proactively engage other stakeholders to ensure sales fulfilment is timely completed.
? To achieve the sales, revenue or sales referrals target whenever applicable.
? To ensure continuous improvement in Productivity to the standards prescribed from time to time.
? To support ongoing initiatives to enhance cross sell opportunities.

Service Quality
? To achieve set targets in terms of service standards and client satisfaction scores across the various channels (phone, click-to-chat, video banking) handled.
? To provide professional advice and alternatives/solutions to client’s request and queries using knowledge of bank’s products and services.
? To deliver world class service to client across channels (phone, click-to-chat, video-chat), across segments and markets.
? To adhere to the mandatory compliance check on all calls received via various channels and call-backs.
? To be responsible for 100% of the follow up activities arising from client’s interactions: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquiries, ad hoc client survey, if any.

Compliance Risk and Money Laundering Prevention Requirements
? To keep updated on product / workflow procedures & ensures full compliance with operations risks / control.
? To ensure fulfilment of role that obligations to prevention of money laundering under Group Policy and Standards and under local laws and regulations are complied with.
? To ensure processing and decision making are compliant with Departmental Operating Instructions and within the timeliness and accuracy standards specified.
? To uphold the values of the Group & Company at all times.
? To ensure compliance with all applicable rules / regulations and company group policies.

KEY MEASURABLES:

? Agreed individual and team targets, among other things: sales, revenue and service standard achievement
? Operation control and sales compliance.
? To live the SCB values.

QUALIFICATIONS

? Excellent English writing skills
? Well verse in SCB Product offerings of all products: Cards, Auto Loan, CASA, Mortgage, Personal Loan, Time Deposit
? Experience in Service and Sales conversation
? Preferably has worked with click-to-chat or video-chat or in a contact center environment
? Excellent interpersonal and communication ability to deal with people of all levels in complex and challenging situations.
? Self-motivator who is keen to upgrade, improve personal knowledge and skills to meet job requirements.
? Personal authority and integrity.
? Independent and resilient. 举报 分享

渣打是一家领先的国际银行集团，业务网络遍及全球59个最有活力的市场，为来自144个市场的客户提供服务。渣打网络与“一带一路”沿线市场的重合度超过75%。渣打的使命是利用独特的多样性促进商业繁荣和增进人类福祉。渣打的文化传承和企业价值都在品牌承诺-- “一心做好，始终如一（here for good）”中得到充分体现。

作为扎根中国历史最悠久的国际性银行之一，渣打从1858年在上海设立***分行开始，在华业务从未间断。2007年4月，渣打银行（中国）有限公司成为第一批本地法人化的国际银行。目前，渣打中国的营业网点已覆盖近30个沿海和内陆城市，充分显示了渣打对中国市场的长远承诺。

2020年，渣打银行赢得来自政府、行业机构和媒体颁发的多个奖项和荣誉，包括“一带一路”绿色投资原则***实践奖、沪上金融家、《财资》***人民币银行、《澎湃》年度外资银行、《华尔街见闻》年度卓越外资银行、《环球金融》全球***现金管理银行、债券通优秀做市商、《***财经》***品牌营销外资银行、《21世纪经济报道》年度数字化创新服务金融机构、《亚洲银行家》中国***数字化品牌项目、《经济观察报》年度卓越供应链金融创新银行，《上海证券报》年度财富管理品牌卓越奖、人民银行上海分行上海市年度金融业政务信息工作先进单位、上海市银行业同业公会***公关案例、《金融界》领航中国杰出公益慈善项目奖、“前程无忧”人力资源管理杰出奖等。