Executive - Personal Financial Services Telemarketing (Cards Retention)

Hong Leong Bank Berhad; Selangor; On-site; MYR 39,000 - 61,000; Full time

Job summary

Hong Leong Bank Berhad, a leading Malaysian financial institution, is seeking an Executive or Senior Executive for Telemarketing (Cards Retention) based in PJ City. The role focuses on proactively contacting cardholders at risk of cancellation and using negotiation to retain customers.

You will operate in a target-driven environment, meeting daily productivity targets, staying informed about products and market conditions, and ensuring compliance with governance standards while collaborating

Qualifications

• Experience in sales, telemarketing, or customer retention within financial services is highly preferred.
• Strong negotiation and persuasion skills to re-sell value propositions based on an offer matrix.
• Excellent verbal communication with a professional telephone manner.
• Ability to meet daily productivity targets and comply with regulatory standards.

Responsibilities

• Contact and re-solicit customers from cancelling their credit card based on the offer matrix.
• Perform outbound calls to customers who have the intention to cancel their credit cards.
• Understand customer's needs, negotiate, and convince the customer on the pricing terms to prevent churn.
• Meet productivity targets and comply with audit, regulatory, and compliance standards.

Skills

Negotiation

Persuasion

Communication

Results-driven

Compliance awareness

Job description

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

Overview

The Executive or Senior Executive, Telemarketing (Cards Retention), is a specialized, target-driven role based in PJ City focused on retaining the bank's valuable credit card customer base. The primary responsibility is to proactively contact and re-solicit cardholders who have expressed an intention to cancel their credit card(s), using negotiation and competitive offer strategies to prevent them from leaving the bank. This role reports directly to the Telemarketing Retention Manager.

Responsibilities

Customer Retention & Negotiation

• Contact and re-solicit customers from cancelling their credit card based on the offer matrix.
• Perform outbound calls to customers who have the intention to cancel their credit cards.
• Understand customer's needs, negotiate, and convince the customer on the pricing terms in order to prevent them from leaving the bank.

Performance & Compliance

• Meet all set productivity target on a daily basis.
• Keeping abreast with competitive issues, products, and the financial market.
• Comply with the code of conduct and ethics (implied in the provided text).

Teamwork & Organizational Alignment

• Fostering positive relationship with team members within the team and department.
• Active participation in providing feedback during discussions.
• Adhere to department process and procedures in complying with audit, regulatory, and compliance standards.
• Respect the HLB culture and take an active role in the communities.
• Participate and display teamwork in all aspect of work, projects and assignments, Group Management Programs, etc. at all times.
• To carry out any other duties as directed by the management.

Skills & Experience We Are Looking For

• Experience: Previous experience in sales, telemarketing, or customer retention roles within the financial services industry is highly preferred.
• Core Competencies:
  • Strong Negotiation and Persuasion Skills: Proven ability to resolve customer objections and effectively re-sell value propositions based on an offer matrix.
  • Communication: Excellent verbal communication skills with a professional telephone manner.
  • Results-Oriented: Ability to consistently meet set daily productivity targets.
  • Compliance Awareness: Understanding of the need to comply with regulatory, audit, and ethical standards.
• Location: Willingness to be based in PJ City.

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.