Client Centre Officer, Personal Specialist Sales

Job Summary

• 使用標準作業程序及良好銷售與溝通方式,達成公司賦予『信貸』挽留目標
• 以電話聯繫的方式,執行電銷外撥跨售專案
• 落實執行主管交辦各項指派專案
• 落實執行銀行及主管機關的各項要求與規範

Responsibilities

• 達成銀行賦予的目標
• 以電話方式行銷,以達成銀行要求的業務目標(信貸挽留),及相關金融產品的協銷與服務
• 以電話聯繫方式,執行特定的專案與客戶外撥聯繫
• 適時提供符合客戶需求的解決方案
• 協助轉介客戶相關產品(例:轉介PL) / 或服務
• 達成每日通話時數和通話量、送件數、撥貸量的要求
• 達成每日通時通數的基本要求
• 達成公司要求的挽留金額及品質控管
• 達成公司要求的名單聯絡率及挽留率
• 辦公守則
• 遵守銀行要求之服裝規範
• 遵守銀行要求支出缺勤規定
• 遵守銀行要求之作業流程與規範
• 遵守非營業場所不得為營業使用(不得於非營業場所從事業務洽詢及對保作業)
• 業務基本工作守則 業務人員於服務期間必須遵守銀行之各項規定,包括但不限於下列事項:
• 集團行為守則及公平問責
• 守密宣示書
• 法規遵行手冊
• 不正確的銷售服務行為-政策說明
• 洗錢防治法
• 認識你的客戶(Know Your Customer)
• 客戶資料保護
• 業務人員工作準則(Sales Boundary List)、遵守絕不容許行為清單
• 電話行銷管理辦法
• 年度排休, 加班申請及員工出勤工作記錄

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 to achieve the outcomes set out in the Bank's Conduct Principles
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters

Key Stakeholders

• RBP/Marketing (產品/行銷部門)
• Credit-CAS/CI (徵審部門)
• Call Center (客服部門)
• IT (資訊技術部門)
• People Capability Delivery (渣打學院)
• myHR (人力資源部門)

Qualifications

• 工作經驗:具電話行銷、電話客服相關經驗,以信貸/房貸銷售經驗尤佳
• 學歷要求:專科、大學
• 其他條件:具良好之溝通能力、服務熱忱、主動積極、良好之抗壓性、細心、口條清晰、反應敏捷應對流暢

Role Specific Technical Competencies

• Addressing Customer Needs滿足客戶需求
• Regulatory Environment - Financial Services監管環境-金融服務
• Cross - Selling交叉銷售
• Telesales電話銷售

About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together We

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

What We Offer
In line with our Fair Pay Charter,
we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.