स्ट्याण्डर्ड चार्टर्ड बैङ्कमा रोजगारीको अवसर

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Standard Chartered Bank Nepal Limited, established on January 30, 1987, is the sole international commercial bank operating in Nepal. It is a subsidiary of Standard Chartered PLC, holding 70.21% ownership, with the remaining 29.79% owned by the Nepalese public.
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Open Jobs at Standard Chartered Bank

Organization Name: Standard Chartered Bank
Job Title: Client Care Executive
No of required: 1 (One)
Job ID: 23074
Level: Grade 1 (Assistant)
Area of interest: Operations
Job type: Regular Employee
Work style: Office Working
Location: Kathmandu, NP

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Job Summary of Client Care Executive:

Service

To deliver quick, accurate, and polite service while keeping commitments made to customers.
Underpromise, but overdeliver.
To achieve first-call resolution for inquiries related to:
- Product Information
- Account and Card Balances
- Online Banking
- Transaction information and general inquiries.
To give a one-stop solution in a consistent, professional way while upholding our brand values.
To successfully address customer concerns or any expression of discontent made by a client concerning Wealth & Retail Banking (WRB) services or products and endeavor to resolve them; if beyond control, escalate to Supervisor or Complaint Handling Unit (customer Experience Team).
Follow up on complaint resolution when possible, such as an outbound call to the customer or fast filing of the complaint to the customer Experience Unit.
Ensure that you react to general questions from consumers via registered emails on promptly.
Ensure that requests or investigations are completed correctly and e-mails are delivered to other channels/departments on the same day.
Client queries received via email should be escalated to the appropriate units/branches for servicing.

Key Responsibilities for Client Care Executive:

Targets
- Meet and/or exceed service standards and targets.
- Ensure that 80% of calls are answered within 40 seconds, with an average handling time (AHT) of 200 secs.
- Ensure that abandon calls do not exceed 5% of the worldwide benchmark.
- Ensure that shrinkage, i.e. the percentage of time spent off the phone against log-in hours and work against allocated hours, is within 32%.
- Ensure the minimum occupancy level for agents scheduled to work is 30%.
- Ensure that errors and mistakes are minimized.

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PARAMETER
- Call quality (evaluation): 90% monthly
- Average Handle Time (AHT) minus (average Talk time + average after-call work + average hold time = maximum 200 seconds.
- Inbound calls: 80 calls each day.
- Net Promoter Score (NPS): A minimum of 70%.
- Customer Satisfaction Score (CSS): A minimum of 80%
- First Contact Resolution (FCR): Minimum score of 75%.
- Service Level (Team Score): 80% across all lines.
- Handle customer requests by phone, establishing authenticity and gathering feedback.
- Updates include personal information, online banking, card services, cheque stops, and other regular requests.
- Send outbound callbacks for unfinished transactions or interruptions.
- Educate and encourage customers to adopt digital banking systems.
- Engage with clients on product offers, marketing, and new releases.
- Identify and track sales opportunities, referrals, and closes.
- Effectively communicate in Nepali and English during inbound calls.
- Take full responsibility for client concerns and assure high-quality service.
- Ensure adherence to bank rules, local legislation, and service standards.

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Key stakeholders
- SME Banking
- Employee Banking
- Cash Management Operations (CMO)
- Affluent /Priority Banking
- Trade Services
- Branch Banking/Alternate Delivery Channel (ATM)
- CRES
- Servicing & Transacting (Financial Unit)
- Credit Risk
- Servicing & Transacting (Non-Financial Unit)
- Recovery & collection
- Lending & Risk Operations
- WRB Products (Wealth / Mortgage)
- Liability Operation / CDD /FRM
- WRB Products (CCPL)
-  Client Experience
- Technology

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Other Responsibilities
- Embed Here for good and Group’s brand and values in Nepal Voice & Virtual
Regulatory & Business Conduct
- Display exemplary conduct and live by the Group’s Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Lead the Nepal Voice & Virtual to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment.] *
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

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Admin Duties
- Preparing the country / global daily report- Key Performance Indicator -KPI daily and half hourly reports
- Timely update on Daily Activity Report (DAT) on activation of Debit cards, ATM card Pin generation/reset, stop /warm lost /Stolen Debit & Credit card cards ,stop cheque and other activities fulfilled within the unit.
- Daily /weekly /monthly MIS
- Timely reporting to Operations units on collection of fee/charges on card block and online banking reset.
- Any other requests that need to be forwarded to other Units for processing as agreed.
Knowledge
- To keep self-updated on products and workflow procedures and ensure full compliance with operational risks and control.
- Attend mandatory classroom trainings conducted by the bank.
- Complete all mandatory e-learning rolled out by Group within the deadline.
- Well versed in the entire Wealth & Retail Banking (WRB ) products and Procedures.
- Well versed in Bank control and processes.
- Good telephone etiquettes.
- Good at complaint resolution. Strong interpersonal skills to handle irate customers and to sell our new services / Products.
- Evaluation and resolution of complaints.
- Evaluation of customer needs.
- Evaluation of what product to cross sale.
- Good Command and communication skills in English and Nepali

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Control and Risk Management
- Ensure to follow the laid down procedure and accurately follow identification protocol before advising customer details.
- Ensure that control lapses are identified on time and all significant risks are escalated to line manager on time.
- Adapt quickly to the changing business environment and formulate strategies accordingly.
- Enhance multi-product knowledge and be updated on an on-going basis.
- Closely monitor competition and market to ensure our strategies are optimal.
- Actively involved in team building 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 situation.
- Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspection.
- Ensure customer dealings/instructions/requests are executed with a high level of accuracy and commitment 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 guidelines.
- 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.