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Telesales & Retention Executive

Standard Chartered

Sales

Banking, Finance & Insurance USh Less than 300,000
New
1 week ago

Job Summary

To contribute to the overall growth and development of the retail Banking business through provision of high value relationship-based service through phone banking supported by Standard Chartered Bank CVP/ multi-product offering and pricing grid aimed at meeting client needs

  • Minimum Qualification: Bachelors
  • Experience Level: Mid level
  • Experience Length: 2 years

Job Description/Requirements

Job description: Job Summary

To contribute to the overall growth and development of the retail Banking business through provision of high value relationship-based service through phone banking supported by Standard Chartered Bank CVP/ multi-product offering and pricing grid aimed at meeting client needs.

To deliver the business objective to grow client product level holding and deliver relevant PPC increase for Personal banking clients through product cross sell and retention activities

Business• Responsible for client retention in order to compliment sustainable growth for the personal Segment

• Responsible for reducing attrition and contributing to retention of clients

• Close sales deals over the phone and maintaining good customer relationships.

• Ensure performance as per key performance indicators.

• Ensure utilisation/ closure of all the leads provided and provide a resolution.

• Clearly articulate the bank’s service vision and foster positive alignment and continuously improve service experience

• Leverage on the pricing grid and negotiate with the client to stay with SCB. Understand the clients’ needs and identify opportunities for improvements in services, optimize channel usage, product solutions, utilization and cross sell where possible.


Key Responsibilities

Processes

• Ensure quality service delivery during outbound activities within the stipulated processes and governance

• Utilise metrics and the agreed service standards to drive decisions and improve operational service excellence


People & Talent

Risk Management• Adherence to controls and compliance with SCB Management and Risk Policy.

Governance*• Ensure compliance to all V&V governance requirements

• Adhere to Cancellation & Reversal Budgets using the approved retention grid/retention offers.

• Adhere to TAT for closure of requests & fund reversals

• Processing of Loan e-statements.

• Controls and checks to be followed at all times.


Skills and Experience

  • Stakeholder management
  • Negotiation & bargaining
  • Communication & Interpersonal skills
  • Relationship management

Qualifications

• Undergraduate University Degree or Associate Diploma in Banking or equivalent with 5 years banking experience of which 2 years should be in customer service with good understanding of sales and client engagement

• Thorough knowledge of the Bank’s products, services and delivery channels

• Thorough knowledge of the Bank’s Procedure and Policies

• Thorough knowledge of local banking regulations and statutory requirements

• Computer literate, and with the ability to maintain and update customer databases


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.

Profile description:

Standard Chartered Bank

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