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Customer Service Manager, Priority Banking

1.00 to 4.00 Years   Mumbai City   07 Apr, 2022
Standard Chartered Bank Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryBanking / Financial Services
Functional AreaFinance / Accounts / Tax
EmploymentTypeFull-time

Job Description

    • Ensure high level of customer service and manage difficult customer situations.
    • Ensure resolution of all complaints received for branches through COMMAND.
    • Gather/prepare statistics for service quality and productivity indicators
    • Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
    • Find ways to improve operational efficiency and control costs to meet cost budgets
    • Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
    • Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
    • Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
    • Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking
    • Ensure validity and completeness of transactions processed and ensure concessions relative to exchange rate, fees, charges etc. are authorized/ overridden by appropriate authorities
    • Responsible for general reconciliation and control activities
    • Be multi-skilled to handle all kinds of transactions and services in the bank as per applicable guidelines
    • Sales Referrals: where relevant, identify prospects for cross-selling from observation of customer transactions to highlight to sales staff
    • Contribute to branch performance through referrals, efficient customer service, effective operations controls
    • He/She is aware of bank s Mis-selling & Sales Policies and ensure adherence all the times.
    • Ensure he/ she is fully aware of all the policies and procedures issued in relation to ORMA, Group Code of Conduct, KYC/CDD/EDD & Money laundering prevention. He/she must ensure compliance with these policies and procedures on an ongoing basis. Any suspicious transaction must immediately be reported to the supervising officer.
    • Premises management in areas of merchandising, housekeeping as well as store management. Branch upkeep and maintenance
    • Responsible for health and safety for all. As part of the Health and Safety guidelines you should:
    Our Ideal Candidate KNOWLEDGE/SKILLS/EXPERIENCE
    • Graduate/ Post Graduate
    • Customer Orientation and service focus
    • Anywhere between 1 - 4 years of overall experience
    • Banking knowledge, understanding of front and back office processes and procedures
    • Good Interpersonal Skills
    • Strong Communication Skills
    • Team-playing ability
    Visit our careers website www.sc.com/careers ,

Keyskills :
compliancesalesaccountskeeping things simplecode of conductitem response theorynet promoter scorebankingcustomer service

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