Business & Corporate Banking - SME Banking - Customer Engagement Team

Hong Leong Bank; Petaling Jaya; On-site; MYR 40,000 - 60,000; Full time

Job summary

A prominent financial institution is seeking a proactive individual for their Business & Corporate Banking – SME Banking team in Petaling Jaya. This full-time role will involve delivering exceptional customer service and tailored banking solutions to SME clients. Responsibilities include managing customer interactions, fostering relationships, and identifying sales opportunities. The ideal candidate will have at least a degree in Business or Finance and relevant experience in banking or sales. Join a dynamic team aimed at enhancing client satisfaction and business growth.

Qualifications

• 1 year relevant working experience in a contact center or banking sales roles preferred.
• Strong analytical skills necessary for customer interactions.
• Ability to work in high-stress, fast-moving environments is crucial.

Responsibilities

• Deliver excellent service via phone and email interactions.
• Ensure all customer requests are attended to within the Service-Level Agreement (SLA).
• Deepen customer relationships and identify cross-sell opportunities.

Skills

Analytical skills

Customer-focused mindset

Integrity

Ability to adapt to high-stress environments

Education

Degree in Business / Finance or equivalent

Job description

Business & Corporate Banking – SME Banking – Customer Engagement Team

Join our dynamic and growing team as a Business & Corporate Banking – SME Banking – Customer Engagement Team at Hong Leong Bank Berhad in Bukit Damansara, Kuala Lumpur. In this full‑time position, you will play a vital role in providing exceptional customer service and tailored banking solutions to our small and medium‑sized enterprise (SME) clients.

Responsibilities

• Deliver excellent service via phone and email interactions.
• Ensure all customer requests are attended to within the Service‑Level Agreement (SLA).
• Deepen customer relationships by understanding their feedback and identifying cross‑sell opportunities and customer retention.
• Carry out any other duties assigned by Management.
• Acquisition referral and driving trade utilization.
• Comply with the bank’s policies, SOPs and regulatory requirements to protect customer assets.
• Attend incoming calls/emails within SLA time and respond to customers in a courteous and professional manner.
• Strive for first call/email resolution; cases that cannot be resolved upfront should be escalated immediately.
• Identify and escalated issues/complaints to Unit Head.
• Document all call/email information according to SOP.
• Centralized processing of memo/requests within general criteria.
• Carry out any other centralized processing duties assigned by Management.
• Personalize service by cross‑selling suitable products and services.
• Engage customers for more feedback, product and service improvement, customer data update, customer retention, etc.
• Carry out any other outbound calling duties assigned by Management.
• Acquisition referral (New‑to‑Bank or New‑to‑Product) – 2 successful referrals per month to SME Sales Team.

Skills & Experience We Are Looking For

• Degree in Business / Finance or equivalent.
• 1 year relevant working experience in a contact center or banking sales roles is preferred.
• Good analytical skills.
• Strong sense of integrity and customer‑focused mindset.
• Able to adapt to high‑stress and fast‑moving work environments.

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/

We appreciate your application and will be in touch with shortlisted candidates regarding next steps.

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