Business & Corporate Banking - (SME Client Engagement Team)

Hong Leong Bank; Malaysia; On-site; MYR 30,000 - 42,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a customer service professional to handle inbound calls and emails, respond within SLA, deepen customer relationships by understanding feedback and cross-selling suitable products, and ensure compliance with policies to protect customer assets. Inbound and outbound service duties include resolving queries, escalating when needed, and driving referrals to SME Sales.

The role requires strong communication, good analytical skills, integrity and a

Qualifications

• Malaysian Citizen
• Bachelor degree in Business / Finance or equivalent
• 1 year of relevant contact center 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

• Handle inbound calls and emails within SLA and respond courteously
• Deepen customer relationships by understanding feedback and cross-selling relevant products
• Escalate complex issues to the appropriate party and document interactions
• Personalize service with outbound activities and contribute to customer data updates and retention
• Drive acquisition referrals and assist in driving trade utilization within guidelines

Skills

Communication skills

Analytical thinking

Integrity

Customer focus

Education

Bachelor 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.

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology. As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.