Standard Chartered is Hiring Social Media - Specialist || Job in Chennai || Apply Now

Company: Standard Chartered

Role: Social Media -Specialist

Location: Chennai

Salary: 5.8 LPA to 7.2 LPA 

Qualifications: Any Graduation/ Post Graduate/MBA

About Organization:

Standard Chartered is a British multinational banking and financial services company headquartered in London, England. It operates a network of more than 1,200 branches and outlets across more than 70 countries, primarily in Asia, Africa, and the Middle East. The bank has a strong presence in emerging markets and focuses on providing services to individuals, businesses, and institutions.

Job Description:

Strategy

To handle customer social media posts, calls and issues while providing consistent customer delight relating to queries / requests / financial needs / problem resolution keeping focus on SCB policies.

Business

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 life of their complaint resolution.

Sign up customers for value added services and digital education (as applicable).

Tag the social media posts and calls accurately as per internal guidelines and policies.

Initiate and strive towards achieving set targets and service standards.

Probe and 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.

Processes

Give accurate information to customers on his / her queries and concerns.

Have high awareness levels of KYC and anti-money laundering policy.

Multi-skilled to handle both social media posts and outbound calls (as applicable).

Ensure KPI’s (Key Performance Indicator) and KRI’s (Key Risk Indicator, eg - proper authentication, no rejects, maintained turnaround time, etc as define by the group) are achieved and work towards the improvement.

People and Talent

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.

Risk Management

Should be able to identify potential disputes / escalation / specific trends noticed while handling of cases / process gaps and highlight to the management.

Ensure all sales pitches are made without mis-selling and achieve targets in term of leads / self closure (if applicable).

Adhere to customer data confidentiality policy.

Adhere to all applicable rules / regulations and group policies.

Governance

Support the identification, development and implementation of continuous improvement ideas.

Provides timely feedback to management concerning operational changes / ideas and recommends solutions to customer service failures.

Report on activity and findings, concisely summarizing important community trends and insights that are relevant to social care, team, SCB products and the overall brand.

Regulatory and 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.

Lead the team to achieve the outcomes set out in the Bank’s Conduct Principles: [Fair Outcomes for Clients; Effective Financial Markets; Financial Crime Compliance; The Right Environment].

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

Exercise authorities delegated by the Board of Directors and act in accordance with Articles of Association.

Key Stakeholders

CE Team, Branches, Individual resolution units

Our Ideal Candidate

The minimum qualification should be graduation.

Strong writing communication.

Knowledge of Excel and comfortable with systems.

Good knowledge of the selected market and customer segments would be an advantage.

Strong interpersonal skills m which encourage and promotes enthusiasm and team spirit.

Role Specific Technical Competencies

Social media management - Understanding of Social Media platforms and jargon

Knowledge of Microsoft Suite - Excel, Word, PowerPoint

Telecommunication - Customer support

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