客訴處理資深專員 Associate, Complaint Resolution

• 釐清客訴案原委,與申訴人進行有效之溝通以解決客戶之抱怨. 完成客訴案件(Complaint Log)之簽核作業
• 確認客訴案件處理暨登錄之完整性. 客訴案件處理溝通協調. Official letter 客訴案件回文
• 具五年以上工作經驗
• 具信託. 人身保險業務人員、內稽內控證照尤佳
• 孰悉MS office 軟體
• 用流利國語和客戶溝通,能 臺語/ 客語/ 英語溝通尤佳

Job Summary

• Ensure completeness of handling complaint case, communicate with internal/ external stakeholder, and speed up case handling time line
• Provide process improvement suggestion based on observation from complaint case
• Complete integrity of required data in Complaint log system
• Clarify root cause of complaint case, and communicate with client effectively to resolve complaint
• Draft official letter to respond to client, the Authority, inc. BB, FOI etc.
• Handle and negotiate with client for complaint case from Media/ Authority channels

Responsibilities
Strategy

• Handle and coordinate activities within the Client Experience.
• fulfil requirements of score card and performance tracking.
• Work closely with the Head, CE and CRU lead to identify and eliminate root cause of top complaints with a specific focus on High Risk complaints (repeat, social media, regulatory, media, escalated complaints, etc).

Business

• Timely finish complaint case and meet required TAT by different categories.
• Promote a culture of client centricity in complaint handling.
• Coordinate cross-functionally to identify feasible resolution to solve the cases at the soonest.

Processes

• Adhere to complaints related policies, procedures and processes.
• Summarize and categorize specific suggestions to enhance current service from complaints.
• Escalate gaps/challenges, if any, in the achievement of the target operating model for seeking relevant dispensation/exception approvals.

People & Talent

• Continually coordinate and communicate with internal stakeholders and external clients.

Risk Management

• Ensure compliance and frontline alignment to the relevant country DOIs

Governance

• Communicate and demonstrate the bank's effort on complaint handling to regulators.
• Ensure the quality of official letter to regulator

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

• Legal & Compliance
• Branches
• Contact Centre
• Banking Bureau
• All Department

Qualification

• Complaint Log Accuracy
• Relevant Report Accuracy and Timely

Role Specific Technical Competencies

• Addressing Customer Needs
• Call Center Management
• Customer Interaction
• Customer Support Policies, Standards and Procedures
• Effective Communications

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.