Priority Banking Service Relationship Manager

Hong Leong Bank; Batu Pahat; On-site; MYR 72,000 - 108,000; Full time

Job summary

Hong Leong Bank is seeking staff to support Priority Banking (PB) Relationship Managers at the Priority Banking Center, handling customer inquiries, complaints, and service requests. You will ensure timely responses, upscale service standards, and cross-sell products while maintaining risk and compliance.

The role focuses on resolving issues, building trusted relationships, and achieving sales/service targets within a busy PB environment.

Qualifications

• Undergraduate degree in Accounting/Banking/Investment/Finance from any recognized college or university.
• Minimum 3–5 years of relevant experience in a financial institution.
• Excellent interpersonal skills.
• Highly motivated and result-driven.
• Proficient in MS Office (PowerPoint, Excel, Word).
• Open to Malaysian citizens only.

Responsibilities

• Take ownership of customer issues from inquiries to resolution.
• Maintain quality service by enforcing standards and resolving problems.
• Engage customers to build sustainable relationships and trust.
• Ensure walk‑in PB customers are attended promptly.
• Cross-sell products and refer sales to RMs for PB upgrades and investments.
• Ensure compliance with risk, AML/FATCA/CRS/FEAR and NCNS policy.
• Maintain the Priority Banking Center facilities and filing system.
• Meet personal and team sales and service targets.

Skills

Interpersonal skills

Citizen eligibility

Education

Undergraduate degree in Accounting/Banking/Investment/Finance

Tools

MS Office (PowerPoint, Excel, Word)

Job description

Job Description

We are looking for individuals to provide support to a team of Priority Banking (PB) Relationship Managers (RM) in attending PB customers at Priority Banking Center on various banking transaction needs & service related matters. The role also requires to manage client service satisfaction-related aspects for their organizations, which involves providing support and resolution for customer concerns.

Job Description: Take ownership of customers issues of the PBC, from enquiries to complaints and following problems through to resolution Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements. Take the extra mile to engage customers and build sustainable relationships and trust with customer. Ensure walk-in PB customers are attended in a timely & accurately manner Share information on Campaign or current promotion with customers & cross sell products such as Credit Card, SMF, etc Sales referral to RMs on PB upgrade and investment products. (ensure comply to NCNS policy - ONLY perform referral, unless FIMM/IPPC/BANCA license has been obtained) Ensure documents/forms submitted by RMs are checked thoroughly so that risk & compliance requirements (AML / FATCA & CRS / FEAR, etc) are met. Ensure call back is performed to customers on confirmation of sales and banking transaction Responsible for the upkeep of the Priority Banking Center (PBC) and ensure all facilities, equipment and stationaries are sufficiently provided. Develop and carry out an efficient documentation and filing system to ensure all important documentation are organized and up-to-date. Meet personal / PBC team sales and service targets.

• Take ownership of customers issues of the PBC, from enquiries to complaints and following problems through to resolution
• Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• Take the extra mile to engage customers and build sustainable relationships and trust with customer.
• Ensure walk-in PB customers are attended in a timely & accurately manner
• Share information on Campaign or current promotion with customers & cross sell products such as Credit Card, SMF, etc Sales referral to RMs on PB upgrade and investment products. (ensure comply to NCNS policy - ONLY perform referral, unless FIMM/IPPC/BANCA license has been obtained)
• Ensure documents/forms submitted by RMs are checked thoroughly so that risk & compliance requirements (AML / FATCA & CRS / FEAR, etc) are met.
• Ensure call back is performed to customers on confirmation of sales and banking transaction
• Responsible for the upkeep of the Priority Banking Center (PBC) and ensure all facilities, equipment and stationaries are sufficiently provided.
• Develop and carry out an efficient documentation and filing system to ensure all important documentation are organized and up-to-date.
• Meet personal / PBC team sales and service targets.

Job Requirements

• Undergraduate degree in Accounting/Banking/Investment/Finance or a related field from any recognized colleges or university.
• Minimum 3-5 years of relevant experience in a financial institution.
• Excellent interpersonal skills.
• Highly motivated and result-driven
• Proficient in MS Office such as PowerPoint, Excel, and Words
• Open to Malaysian citizens only

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.