Posted Sep 25, 2026 25 views
This role focuses on managing inbound customer calls to provide effective assistance, resolve queries, and deliver exceptional customer service. The position also involves making outbound calls for service or sales purposes when necessary. Strong communication skills and the flexibility to work on holidays are essential to succeed in this role.
Key Responsibilities
- Handle inbound calls and provide comprehensive solutions to clients from start to finish.
- Manage client inquiries, service requests, and complaints in accordance with established processes.
- Stay updated on contact center procedures, policies, and relevant bank product information.
- Support clients with any needs they initiate during interactions.
- Execute transactions, service requests, and provide training on mobile and online banking platforms.
- Aim for maximum first call resolution to fulfill all service requirements efficiently.
- Use co-browsing tools to assist clients in resolving issues directly during calls.
- Demonstrate problem-solving skills by resolving issues independently without escalation.
- Educate clients on how to interact with the bank through online channels.
- Guide clients through initial setups for online banking, ATMs, and related services when needed.
- Suggest potential solutions to clients based on analytics-driven next-best-conversation prompts.
- Conduct needs analysis during client calls to better understand and address their requirements.
Required Qualifications
- Experience in call center management or a similar customer service environment.
- Strong empathy and problem-solving abilities.
- Customer-centric mindset with a positive, can-do attitude.
- Ability to multitask, prioritize, and manage time effectively, maintaining composure under pressure, especially during peak periods.
- Excellent verbal and written communication skills.
- Proficiency in MS Office applications.
About Standard Chartered
Standard Chartered is a global bank that combines agility with scale to make a meaningful impact. With over 170 years of history, the bank is committed to creating positive outcomes for clients, communities, and employees alike. The organization embraces challenges, questions the status quo, and continuously seeks new opportunities for growth and improvement.
Joining Standard Chartered means being part of a purpose-driven career where your unique talents are celebrated. The bank values diversity and inclusion, fostering an environment where everyone can thrive and contribute to shared success.
Together We
- Do the right thing by acting with integrity, being assertive, and putting clients at the center of everything we do.
- Never settle, continuously striving to innovate, simplify, and learn from both successes and setbacks.
- Are better together by embracing inclusivity, recognizing the good in others, and collaborating to build sustainable long-term value.
This role offers the opportunity to be part of a dynamic team dedicated to delivering excellent service and making a difference in the banking experience for clients.
Skills
Standard Chartered
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