Client Service Executive - Digital servicing & Service Quality Assurance

The client service executive will be responsible for handling client queries/complaints and asking for any information via digital channels such as social media handles like Facebook, Twitter, LinkedIn, etc., and the Chat Bot options. This will also include calling the client and engaging them for any information required and providing resolution/clearing queries. The team will also be responsible for working with the marketing and social media team to understand opportunities and support the business to launch, track and promote social media/digital campaigns and posts. The role will focus on analysing client feedback on digital and other channels, and supporting the manager to make the required changes to the process or product to fix the issue.Key ResponsibilitiesTo handle customer social media posts, calls & issues while providing consistent customer delight relating to queries/requests/financial needs/problem resolution, keeping focus on SCB policies.Moderate, review and respond to comments concerning support issues made on our social channels in a timely, friendly, and professional manner and provide end-to-end resolution (as applicable), to create positive connections with our customer community.Engage social media commentary directly in carefully phrased social media responses seen by a broad audience.Moderate all user-generated content on social media in line with the moderation policy for each community.Ensure proper follow up/tracking of cases and closure within turnaround time (if applicable) and follow up frequently with customers throughout the complaint resolution life cycle.Sign up customers for value-added services and digital education (as applicable).Tag the social media posts & calls accurately as per internal guidelines & policies.Initiate and strive towards achieving set targets and service standards.Probe & identify financial needs on service calls and pitch relevant solutions in line with customer requirements (if applicable).Participation in operational or technical platform trainings, as needed.Additional duties as assigned.Give accurate information to customers on their queries & concerns.Have high awareness levels on KYC and anti-money laundering policy.Multi-skilled to handle both social media posts and outbound calls (as applicable).Ensure KPI’s & KRI’s (Key Risk Indicator) are achieved and work towards improvement.Ability to write, think and work quickly without losing focus.Maintain the highest level of professionalism while managing sensitive issues.Demonstrate personal ownership and accountability.Show empathy while providing thoughtful and prompt resolutions.Initiate and strive towards achieving set targets and service standards.Identify potential disputes/escalation/specific trends noticed while handling cases/process gaps and highlight to management.Ensure all sales pitches are made without mis-selling and achieve targets in terms of leads/self closure (if applicable).Adhere to customer data confidentiality policy.Adhere to all applicable rules/regulations and group policies.Support the identification, development and implementation of continuous improvement ideas.Provide timely feedback to management concerning operational changes/ideas and recommend solutions to customer service failures.Report on activity and findings, summarizing important community trends and insights relevant to social care, team, SCB products and overall brand.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.Effectively and collaboratively identify, mitigate and resolve risk, conduct and compliance matters.Skills & ExperienceGood communication skills.Social media management – understanding of Social Media platforms and jargon.Knowledge of Microsoft Suite – Excel, Word, PPT.Strong interpersonal skills that encourage and promote enthusiasm and team spirit.QualificationsMinimum qualification is a diploma holder/graduate.About Standard CharteredWe'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, is 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 WeDo the right thing, are assertive, challenge one another, and live with integrity, while