SC Bank Jobs (Dec. 2016)

Posted on :

5 Dec, 2016

Category :

Customer care Jobs in Ghana

Standard Chartered Bank Ghana Limited is a market – leading financial services brand in Ghana, listed on the Ghana Stock Exchange.It has operated for 118 years in the country and is currently the highest priced stock on the exchange.

The Bank’s focus and commitment to developing deep relationships with clients and customers have driven its consistent growth in recent years.With a current network of 27 branches and 56 ATMs across Ghana, Standard Chartered offers exciting product propositions for customers and clients as well as career opportunities for more than 1,000 staff in Ghana.

It is committed to building a sustainable business over the long term in Ghana and is trusted worldwide for upholding high standards of corporate governance, social responsibility, environmental protection and employee diversity.The Bank’s heritage and values are expressed in its brand promise, ‘Here for good’.

Job Description

Job Title: Client Service Officers

To attend to all inbound calls to all front line requests, educate clients on services and maximize service to sales opportunities.

Key Roles and Responsibilities

Mandate

  • Handle inbound calls or chat requests from all Priority clients (NTB, cascaded calls from ETB clients who cannot reach the Priority Banking Team) regarding sales, service or transaction requests; fulfill clients’ needs within the same interaction as much as possible
  • Maximise Service-To-Sales opportunities: Sell directly for simple needs or pass lead or Priority Banking Team (ETB)
  • Handle high-value clients’ service issues and complex needs for Branch walk-in Priority Clients
  • Provide administrative support to Priority Bankers to deal with ongoing client service issues, on-boarding of new clients/products, simple transactions e.g. TD renewals and ongoing monitoring processes.
  • Educate and steer client for interactions with the bank via online, machine channels
  • Any additional service focused mandates to be discussed separately

Activities (role in Client Journey)

1. Service (remote)

  • Fulfill all service needs with maximum first call resolution
  • Co-browse with the Client in order to assist in resolving issues
  • Educate and conduct initial set up for online, ATMs, Client Centre, and Store

Needs/Achor Products

  • Individual banking products (PL, CASA. CC, etc), Wealth Products

2. Deep sell/service to sales (remote)

Advertisement
  • Suggest solutions Client might potentially need using analytics triggered next-best-conversation; involve Wealth Specialist if necessary
  • If conversation requires follow up, inform Priority Banking Team for action
  • As Above

3. Sale of products to NTB (remote)

  • Perform a needs analysis with Clients on receiving calls or click to chat request
  • Complete account opening and sale process on the spot where possible, and involve Wealth Specialist or Priority Acquiring Team where needed
  • Hand off client to Priority Banking Team for onboarding and ongoing proactrive engagement

KEY STAKEHOLDERS

Priority Banking Team
Wealth Management
Account Services
Payment Services
Credit/Collections
International Payment
Branches
Legal and compiliance

Qualifications and Skills

QUALIFICATION:

Minimum of first degree with two years client services experience

SKILLS

Product broadening

  • Enhanced Priority Banking multi-product knowledge – for sales
  • Priority specific product operations

Client engagement

  • Communication skills
  • Soft skills for client handling
  • Internal stakeholder engagement skills
  • Negotiation and objection handling
  • Client training on digital solutions

Journey completion

  • Ability to solve problems and close issues without handing over
  • KYC/CDD set up for client type

ASSOCIATED CLIENT JOURNEYS

  • New clients approaching bank via Online
  • New clients approaching bank (other channels)
  • Active clients engagement during the first 3 months of on boarding
  • Supporting the client on any client-initiated needs
  • Proactively reaching out to client to offer financial Services and others
  • Delivering on transactions, service requests, mobile/
    online training
  • Proactively engaging the Hidden Affluent in the priority space

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