Sr. Retention Executive, Client Centre Sales

Job Summary

• Responsible – According to banking process to perform, customer retain. Support process service applications by customers through telephone banking; uploading, distributing, and reporting of telephone banking sales data and outbound call task. 按照银行流程做好相关客户挽留以及处理客户通过电话银行提交的指令；协助各项外呼工作；
• Accountable – Follow the bank's management manual, operation manual and established policy of related products, accept and operate the instructions from customers遵循银行的管理手册，操作手册和相关产品的既定政策,接受并操作客户下达的指示
• Consulted – Seize cross selling and referral opportunities to introduce products and services to existing and potential customers抓住交叉销售和转介业务的机会，向现有和潜在客户介绍产品和服务
• Informed – Awareness and understanding of the wider business, economic and market environment in which the Group operates.充分了解和认知集团业务经营范围所处的商业、经济和市场环境。

Awareness and understanding of the Group’s business strategy and model appropriate to the role.
充分了解和认知集团的业务战略和定位模式。

Awareness and understanding of the wider business, economic and market environment in which the Group operates.
充分了解和认知集团业务经营范围所处的商业、经济和市场环境。

• Perform relevant service request checking, customer retain and CDD review.
  按照银行流程做好客户挽留、向客户提供优质服务的同时达到各项指标。
• Support process service applications by customers through telephone banking; uploading, distributing, and reporting of telephone banking sales data and outbound call task.
  检查并处理客户通过电话银行提交的指令；协助各项外呼工作。
• Actively listen to and participate in regular meetings and training to acquire product knowledge and service skills参加定期的简报会议和培训获得有关产品的知识和服务的技巧
• Help colleagues solve more complex and difficult cases 帮助同事解决较为复杂和疑难的案件
• Summarize business points according to business changes and share with colleagues 根据业务变化总结业务要点并分享给同事
• Drive the team to work in a positive atmosphere and complete the tasks assigned by the line manager with high quality 带动团队积极向上的工作氛围, 高质量的完成直线经理指派的工作任务

• To ensure that control procedures outlined in the Contact Centre Manual or DOI are fully implemented and ensure staff compliance with the same. ( for Managers or Officers)
  确保概述于呼叫中心手册或DOI中的控制程序被充份得当地使用和确保员工遵从以上守则。
  （适用于经理或高级职员）
• To comply with the control requirements in the laid down procedures or Manual relevant to your job responsibilities in the Contact Centre. (for all levels of staff)
  遵守与你在呼叫中心工作职责的相关程序及控制的要求。（适用于所有级别职员）

• 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.
• Effectively and collaboratively identify, elevate, mitigate and resolve risk, conduct and compliance matters.
• Fully understand the importance of Consumer Rights Protection, prevent damage to consumer’s best interest, implement regulatory requirements related to Consumer Rights Protection.

• CPBB/HR/Legal/Compliance/CFCC/CCIB

• Embed Here for good and Group’s brand and values in CCC CN ARU;
  Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures;
  Multiple functions (double hats); [List all responsibilities associated with the role]
• Understand, acknowledge and comply with the requirements on individual accountabilities and responsibilities of the job set…