Service standards 
 
SJC Finance Team aims to provide excellent client service. Our service standards illustrate our commitment towards reliability, affordability, professionalism, and accessibility.
To do so, we make the following commitment:
 
Accessibility standards
To simplify access and use of service, SJC vows to:

• Provide service during the normal business hours, being from 9am to 17:30pm from Monday to Friday.

• Activate automatic out-of-office messages on email when absent – stating the time or day of return, and the name and email address of the person to contact for immediate help.

• Provide information, upon request, on various supports, such as audio, electronic text and in large characters to respond to the needs of individuals with disabilities or impairments.
   

Availability standards
Making information available and demonstrating our willingness to help are important aspects tour activities. This is why SJC vows to:

• Answer the call before the third ring.

• The phone system always offers the option to talk to someone.

• Always confirm the receipt of emails within 24 hours. If the answer is not available, the anticipated delay needed will be communicated. It must not go over 5 business days.

• Answer to general communications with the following delays:

-Message left on voicemail: within 4 business hours
-Email: within the business day following the employees return to work. Ensure all client emails are responded too.
-Fax or letter: within 2 business days
-Social media: within 2 business days
 
Reliability standards

• Inform clients of any changes and clearly explain the reason for the change.

• Give written confirmation on services being provided and fees before starting via a Letter of Engagement.

• Ensure clarity and precision of information being prepared and being provided on a timely basis.
   

Safety standards
Clients are guaranteed:

• Respect and protection of confidentiality of personal information.
   

Courtesy standards

• Only transfer the clients call once to help them reach the person who can best address their request.

• Always be punctual.

• Always address the client with appropriate formality.
   

Credibility standards

• Ensure the sending of letter, emails and other documents without errors.

• Opt for an appropriate dress code.