Business & Corporate Banking - (SME Client Engagement Team)

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 33,000 - 61,000; Full time

Job summary

Hong Leong Bank Berhad in Kuala Lumpur seeks a customer service professional to handle phone and email inquiries, delivering high-quality service while meeting SLA targets.

You will deepen relationships, identify cross-sell opportunities, and ensure accurate documentation with a strong focus on integrity and customer-centric delivery in a fast-paced environment.

Qualifications

• Malaysian citizen.
• Degree in Business or Finance or equivalent.
• 1 year of contact centre or banking sales experience preferred.
• Strong communication skills.
• Good analytical skills.
• Strong integrity and customer-focused mindset.
• Able to adapt to high-stress and fast-moving environments.

Responsibilities

• Deliver excellent service via phone and email interactions.
• Ensure customer requests are attended to within SLA.
• Deepen relationships and identify cross-sell opportunities while focusing on retention.
• Carry out other duties assigned by Management.
• Acquisition referral and driving trade utilization.
• To comply with SOPs and regulatory requirements to protect customers assets.
• Attend inbound calls/emails within SLA and respond courteously and professionally.
• Strive for First Call/Email Resolution; escalate unresolved cases.
• Document all call/email information according to SOP.
• Centralized processing of memos/requests within general criteria.
• Carry out centralized processing duties assigned by Management.
• Personalize service by cross-selling suitable products and services.
• Engage customers for feedback and service improvement, update data, and retention activities.
• Carry out outbound calling duties assigned by Management.
• Acquisition referral (New-to-Bank or New-to-Product) – target 2 referrals per month to SME Sales Team.

Skills

Communication skills

Analytical skills

Integrity

Customer focus

Stress tolerance

Education

Bachelor's degree in Business/Finance

Job description

If you are looking to excel and make a difference, take a closer look at us…

Key Responsibilities And Accountabilities

• To deliver excellent service via phone and email interactions.
• Responsible for ensuring all customer requests are being attended to within Service-Level Agreement (SLA).
• Deepen customer relationships by understanding their feedback and identifying cross sales opportunities as well as customer retention.
• Carry out any other duties assigned by Management.
• Acquisition referral as well as driving Trade utilization.
• To comply with the bank’s policies, Standard Operating Procedures (SOP) and regulatory requirements to ensure customers assets are protected.

Inbound Service

• Attend incoming calls/emails within SLA time and respond to customer’s queries and requests in a courteous and professional manner.
• Strive for First Call/Email Resolution at all times. Cases that cannot be resolved upfront should be immediately escalated to the appropriate party.
• Identify and escalation issues/complaints to Unit Head.
• Document all call/email information according to SOP.
• Centralized processing of memo/request within general criteria.
• Carry out any other centralized processing duties assigned by Management.

Outbound Service

• Personalize service by cross selling products and services which are suitable for customers.
• Engaging customers for more feedback/product and service improvement, customer data update, customer retention & etc.
• Carry out any other outbound calling duties assigned by Management.

Sales Referral

• Acquisition referral (New-to-Bank or New-to-Product) - 2 successful referral per month to SME Sales Team
• Driving Trade utilization.

Jobholder Requirement

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

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.