Key Responsibilities
Strategy
· Manage residential mortgage repricing requests to maintain low attrition rate for WRB Singapore.
· To ensure retention and profitability of the existing Housing Loans Portfolio
· To handle Housing Loans repricing requests and negotiation on pricing and packages
· To evaluate & restructure Housing Loans to meet customers’ financial needs
· To work with The Product Team to optimize on repricing packages offering and portfolio profitability
· To execute Proactive Retention Exercises initiated by the mortgage product team
People
· Collaborate with the team members to achieve the common objective
· Adhere to the work schedule as per assigned
Customer Experience
· Provide friendly and courteous customer service in all interactions
· Building positive rapport with different types of customers over the phone
· Take appropriate actions to effectively control a phone call
· Apply the proper phone etiquette to enhance customer experience
· Provide all information necessary to help customers to make decisions
Revenue & Productivity
· Educating customer about the products and service offered
· Recognize and alert line manager on call trends
· Ensure continuous improvement in Productivity to the standards prescribed from time to time
Processes
Service Quality
· Serve customer promptly, minimise customer wait time and provide information on bank’s products and services when customers call for enquiries or requests
· To provide professional advice and alternatives/solutions to customers’ request and queries using knowledge of bank’s products and services
· To deliver world class phone-based quality service to customers across segments & markets
· To be responsible for responsible for 100% of the follow up activities arising from customers call: resolution of complaint, highlight operational issues, logging of service statistics, complaints, enquires, ad hoc customer survey, if any
People & Talent
Frontline Experience:
· To attend the prescribed training sessions and improve the product knowledge and phone skills consistently
· Responsible to satisfy customer and maintain good image/reputation for the company
· Take ownership for any problem and requests for information that customers have and resolve them quickly, keeping customers informed along the way.
· Update the existing databases with changes and the status of existing / prospective customers
· Arrange for dispatch of products, information packages, brochures et al to clients
· Adhere to laid-down escalation matrix
Governance
· To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control
· Ensure fulfillment of role that obligations to prevention of money laundering under the Group Policy and Standards and under local laws and regulations are complied with
· Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timelines and accuracy standards specified
· Uphold the values of the group & company at all times
· Ensure compliance with all applicable rules / regulations and company group policies
Our Ideal Candidate
· Education: Diploma and above.
· 2 plus years experience in tele sales in Banking domain.
· Manage residential mortgage repricing requests to maintain low attrition rate for WRB Singapore.
· To ensure retention and profitability of the existing Housing Loans Portfolio
Role Specific Technical Competencies
· Interpersonal Skill
· MS office
· Written communication skill
· Good problem-solving skill
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 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
· Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
What we offer
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 leave, parental/maternity (20 weeks), sabbatical (12 months 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.
Visit our careers website www.sc.com/careers
