Job Title: Â Telesales & Retention Executive
Organisation:Â Standard Chartered Bank (Stanchart)
Duty Station:Â Â Kampala, Uganda
About US:
Standard Chartered PLC is a British multinational banking and financial services company headquartered in Hong Kong, China. It operates a network of over 1,700 branches and outlets (including subsidiaries, associates and joint ventures) across more than 70 countries and employs around 87,000 people. It is a universal bank with operations in consumer, corporate and institutional banking, and treasury services. Despite its UK base, it does not conduct retail banking in the UK, and around 90% of its profits come from Africa, United Kingdom, United States and the Middle East. Standard Chartered Bank Uganda is the longest established international bank in the country; the first branch was opened in August 1912. We had 11 branches up to 1972 and retained only one branch during the turbulence of the 70s. In 1998 we acquired 4 branches of former Cooperative Bank in November 1999. Standard Chartered Bank Uganda today has a network of 11 branches in Kampala, Jinja, Mbale, Mbarara and Gulu. Standard Chartered Bank Uganda has 29 ATMs and over 600 staff.
Job Summary: Â The Telesales & Retention Executive will actively 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
Key Duties and Responsibilities:
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.
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
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.
Qualifications, Skills and Experience:
- The applicant must hold an 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
- Required Skills: Stakeholder management skills, negotiation skills, communication skills, interpersonal skills, Relationship management
How to Apply:
All candidates who wish to join Standard Chartered Bank should apply online at the link below.
Click Here
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