Executive, Customer Onboarding & Support Role

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Alliance Bank Malaysia Berhad is seeking an Executive for Customer Onboarding & Support in Kuala Lumpur. The role focuses on onboarding customers, assisting with loan applications via eKYC, cheque verification, and delivering quality service on a rotating shift.

Responsibilities include handling inbound calls, promoting products, following up leads, and escalating complex cases. Requires 1–2 years of experience or fresh graduates; strong communication and multitasking skills are essential.

Qualifications

• 1–2 years of customer service experience or fresh graduates welcome
• Diploma or higher education required
• Fluent in English and Bahasa Malaysia
• Proficient computer skills and ability to multitask

Responsibilities

• Handle inbound customer calls and support cross-selling of products.
• Assist onboarding, application completion, cheque verification and eKYC loan submissions.
• Proactively follow up on sales leads to drive engagement.
• Refer customers to appropriate banking products when suitable.
• Respond to inquiries and resolve issues promptly while maintaining records.
• Participate in rotation programs and training to develop skills and teamwork.

Skills

Excellent communication

Fluent English & BM

Computer literate & multitasking

Education

Diploma/Advanced Diploma/Graduate Diploma

Bachelor's Degree or higher

Professional Degree

Job description

Executive, Customer Onboarding & Support Role

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

This is a Customer Service Support role that requires employees to work on a rotating shift schedule. The primary responsibility is handling inbound customer calls, while also supporting cross-selling activities to promote relevant products and services.

Job Purpose for Customer Onboarding & Support Specialist

The role is responsible for supporting customer onboarding, application completion, cheque verification, and customer service activities while ensuring timely follow-up and sales conversion. Key purposes include:

• Perform outbound calls to customers whose inward cheques are tagged as NCF for validation within operational and regulatory timelines.
• Guide customers on digital platforms and assist them in successfully submitting loan applications (STP DSME Loan Application) and opening accounts via eKYC.
• Conduct proactive follow-up on sales leads to ensure sufficient customer engagement.
• Refer customers for more complex banking products where appropriate.
• Respond promptly to customer enquiries and resolve issues efficiently.
• Participate in ad hoc projects and initiatives as assigned.

1. Key Responsibilities

a) Operational Excellence

• Escalate issues and concerns to management when required.
• Coordinate with other departments to resolve customer issues.
• Accurately manage customer enquiries and complaints, including documentation.
• Record customer interactions and update customer information in the system database.
• Maintain proper records management and documentation.

b) Service Quality

• Follow call quality standards to deliver a consistent customer experience.
• Collect and share customer feedback to improve service quality and sales conversion.
• Proactively suggest process and service improvements.
• Comply with SOPs and operational procedures.
• Stay updated on products, promotions, and processes through training and knowledge-sharing sessions.
• Participate in Business Continuity Plan (BCP) activities when required.

c) Career Development & Teamwork

• Participate in job rotation programs for exposure and development.
• Work with the Team Lead to identify training and development needs.
• Collaborate effectively with team members and contribute to a positive working environment.

d) Compliance & Risk Management

• Adhere to all compliance policies, banking regulations, and internal guidelines.
• Practice prudent risk management in daily operations.
• Ensure compliance with banking acts and standard operating procedures.
• Escalate any compliance gaps or operational risks to the Team Lead.

Job Requirements

• At least 1 to 2 years working experience in handling customer service environment (Fresh Graduate are welcome to apply)
• Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• Good communication skills with the ability to converse fluent English and Bahasa Malaysia
• Computer literate and able to multi task.
• Work experience is not compulsory

• Our office located at Jalan Munshi Abdullah, Kuala Lumpur (there is nearest public transport with walking distance)
• Direct under Alliance Bank Malaysia Bhd (inhouse)

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.

About Alliance Bank Malaysia Berhad

Alliance Bank Malaysia Berhad and its subsidiary, Alliance Islamic Bank Berhad, offers banking and financial solutions through its consumer, SME, corporate, commercial and Islamic banking. The Bank provides easy access to its broad base of customers throughout the country, via multi-pronged delivery channels that include retail branches, Privilege Banking Centres, Business Centres, Investment Bank branches, and mobile and Internet banking.