Officer, Inbound, Voice & Virtual at Standard Chartered Bank Kenya

Job Summary

• Provide sales and service to the bank’s prospective and / or existing client over the phone. 
• Provide service to the Client in accordance with the approved Department Operating Instruction and applicable Delegation of Authority. 
• Meet the business objectives against assigned strategic thresholds.
• Ensure client focus and need-based selling to clients.
• Maximize penetration using bank’s available product suite.

Strategy

• Capitalize on cross-sell opportunities
• Collaborate with team members to achieve the common objective

Business

• Achieve the set business strategic thresholds
• Participate in Sales Calls and offer suitable products
• Retain clients who wants to attrite 
• Provide effort to ensure need-based selling

Key Responsibilities

Processes

• Provide services as per the approved Department Operating Instructions and applicable Delegation of Authority.
• Respond to the client on their required queries subject to proper authentication of the client. 
• Be Responsive and ensure responsible selling
• Practice appropriate sales and marketing skill
• Continuously provide feedback to the Manager of the acceptance of the products in the market and suggested changes that could provide momentum to the sales efforts and service excellence.  
• Manage Client Complaints appropriately (if any)

People and Talent 

• Treat colleagues fairly

Risk Management

• Ensure error free instruction processing and information sharing with customer
• Adhere to the schedule and ensure efficiency in productivity.
• Ensure escalation of H&S related issues in a timely manner.

Governance 

• Adhere to all policies and procedures and comply with local regulatory requirements
• Ensure best effort to protect bank’s and client’s interest against fraud/ mis-selling
• Attend training, acquire relevant knowledge, and apply to job function
• Comply with all applicable money laundering, sanctions and bribery and corruption prevention procedures.

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.
• Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Other Responsibilities

• Embed Here for good and Group’s brand and values in V&V Inbound team.
• Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures

Skills and Experience

• Conversation style and / or interaction with clients. 
• Strong selling and inter-personal skills required to convince clients and selling bank’s products.
• Creativity in terms of meeting client demands with existing products.
• Initiative and drive to achieve strategic thresholds and service standards.
• Adherence level to Bank’s policies and procedures
• Ability to meet all scorecard parameters

Qualifications

• Bachelor’s degree from reputed educational institution
• Banking diploma is preferable