AVP, Service Relationship Manager, Emerging Enterprise

uobgroup; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd in Kuala Lumpur is seeking a Customer Servicing & Relationship Management professional to handle inbound calls, emails, and servicing requests from Business Banking customers, resolving enquiries at first contact where possible.

You will coordinate with internal stakeholders to ensure prompt closure, support loan and trade finance inquiries, and uphold AML/CFT and data security standards while delivering excellent customer experience.

Qualifications

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Adhere to AML/CFT guidelines and regulatory requirements.

Responsibilities

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.
• Support Loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support Trade Finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.
• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.
• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and elevate exceptions promptly.
• Maintain customer confidentiality and data security standards.
• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.

Job description

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Customer Servicing & Relationship Management

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.

Operational & Transaction Support

• Manage and process inbound requests received from Business Banking stakeholders.
• Support Loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support Trade Finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.

Complaint & Escalation Management

• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.

Risk & Compliance

• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and elevate exceptions promptly.
• Maintain customer confidentiality and data security standards.

Stakeholder Management

• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.