Standard Chartered Bank Nepal, based in Kathmandu, is looking for a passionate and customer-focused professional to join our team as a Client Care Executive. We urge you to embark on a lucrative career journey with us if you are enthusiastic about providing superior service, have excellent communication skills, and thrive in a dynamic banking environment. As a Client Care Executive at Standard Chartered Bank Nepal, you will play a critical role in ensuring our clients receive the greatest level of care and assistance, developing strong connections, and contributing to our mission of providing our valued clients with top-notch financial solutions.
Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
Job Opportunity at Standard Chartered Bank Nepal: Apply Now

Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
Role Responsibilities 

1. Service

• To provide innovative one-stop service in a consistent, professional manner while adhering to our Brand Values.
• To complete first-call resolution.
• To properly manage all inbound calls from Nepal and international clients, you must be multilingual. Nepali and English
• To develop and sustain the Bank's number one position in quality services, as well as to ensure that the Group and other Business service levels agreed upon for various services are reached.
• To offer prompt, accurate, and polite service while adhering to client promises. Underpromise while exceeding expectations.
• After successful verification, unlocking and verifying S2B.
• Ensure that you react to typical client inquiries in a timely manner.
• After satisfactory verification, modify the SDC request in eBBS.
• After satisfactory verification, modify the Card replacement request in eops.
• After sufficient client authentication, make a cheque block request in eBBS.
• Encourage customers to use digital products by selling them through service.
• Any issues that require immediate attention should be escalated to the TL or LM.
• Preparing the country's daily report- KPI on a daily and half-hourly basis.
• To assist all CPBB segment clients with product launches and events.

Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
2. Follow up
Follow up activity arising from customers call:

• Where possible, resolve the concern or promptly submit the complaint to the Client Experience Unit.
• Send e-mails to various units/branches regarding client service needs.
• Customers' operational concerns should be highlighted.
• Accurately recording service data, complaints, inquiries, and other service and product promotions.

Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
3. Targets
Meet &/or exceed service standard and target:

• Contributing to the department's goal of responding to 80% of calls on the customer service line within 420 seconds. Also, guarantee that less than 5% of calls are dropped.
• Ensure that requests or investigations are completed properly and that emails are distributed to other channels/departments on the same day.
• Maintain excellent follow-up and keep promises made to customers.
• Ensure compliance with Group Policy and Standards, local laws and regulations, and the Bank's controls and processes.
• Always assume complete responsibility for any event involving a consumer.

Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
4. Admin Duties

• Credit  /Debit Card Requests  : Lost stolen; block & replacement / queries and resending of duplicate Credit Card E-statement to clients
• Accurate information on service requests for other departments to action
• Linking of Credit Card to Online banking
• Card activations updates within required SLA
• Dormant Account level activation update
• All reports for the days queries i.e. activation of Debit cards , ATM card Pin generation/reset, stop /warm lost /Stolen Debit & Credit card cards ,stop cheque,  ADC Product requests (unlock/reset status)
• Statement request (ensure 24 hr TAT),
• Accurate Filing,
• Daily /weekly /monthly MIS  requests,
• Timely notification to branches/units on recovery of fees and charges on card block , cheque stop requests or any other requests that attract fees.
• Any other requests that need to be forwarded to other Units for processing as per DOI.

Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
5. Knowledge

• To keep self-updated on products and workflow procedures and ensure full compliance with operational risks and control.
• Attend all mandatory trainings  conducted by the bank
• Complete all  mandatory e-learning rolled out by Group  within the deadline

Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.
6. Control and Risk Management 

•  To accurately follow identification protocol before advising customer details.
• Ensure to follow the laid down procedure.
• To ensure that control lapses are identified in time and all significant risks are escalated to line manager on time.
• To ensure successful or minimal audit comments.
• Adapt quickly to the changing business environment and formulate sales strategies accordingly
• Enhance multi-product knowledge and be updated on an on-going basis
• Closely monitor competition and market to ensure our sales strategies are optimal
• Keep updated MIS of calls made and sales numbers
• Actively involved in team building so as to achieve individual as well as team target
• Understand competitor’s products, pricing and strategies and provide regular feedback to Line Manager
• Manage difficult customer situations
• Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
• Ensure customer dealings/instructions/requests are executed with a high level of accuracy and commitment in order to satisfy customer needs.
• Ensure validity and client profiling while referring clients to sales team.
• Find ways to improve operational efficiency and control costs to meet cost budgets
• Ensure timely understanding and compliance with all the applicable regulations of the Bank, Group and Country including Financial Crime Control( Money Laundering Prevention / Terrorist Financing and Sanctions, Anti Bribery and Corruption ) and CDD.
• Adhere to all the local Health & Safety rules & Group policy in line with Group Health & Safety planning &policy guide lines
• Be a leader in managing Health & Safety risks to its assets and report if any lapses are seen.
• Understand and abide by Group Code of Conduct.

Role Specific Technical Competencies

• Good Command in English Language  
• Banking Knowledge
• Communication Skills
• Prior Experience in Contact Centre

Click here to apply.
Click here to join viber community for all Vacancy Updates.

Click here to join viber community for all Vacancy Updates.