Priority Banking Service Relationship Manager

Hong Leong Bank Berhad; Putrajaya; On-site; MYR 48,000 - 72,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia is seeking a PB Support professional to assist Priority Banking Relationship Managers at the Priority Banking Center, handling transactions and service matters while upholding service standards. You will own customer issues from enquiry to resolution, maintain quality service, engage customers to build trusted relationships, and help with cross-selling compliant products.

Applicants should have an undergraduate degree in a related field, 3–5 years of financial

Qualifications

• Excellent interpersonal skills.
• Highly motivated and result-driven.
• Proficient in MS Office (PowerPoint, Excel, Word).

Responsibilities

• Take ownership of customer issues at the Priority Banking Center from enquiries to resolution.
• Maintain quality service by enforcing standards and resolving service problems.
• Engage customers and build sustainable relationships and trust.
• Ensure walk-in PB customers are attended to promptly and accurately.
• Share information on campaigns or promotions and cross-sell products where appropriate.
• Refer sales to RMs for PB upgrades and investment products while complying with policy.
• Ensure documents submitted meet risk and compliance requirements (AML/FATCA/CRS).
• Follow up with customers on confirmation of sales and banking transactions.
• Maintain an organized Priority Banking Center and keep facilities and supplies in good order.
• Develop and maintain a documentation and filing system for important records.
• Meet personal and team sales and service targets.

Skills

Interpersonal skills

Motivated & result-driven

Customer service orientation

Education

Undergraduate degree in Accounting/Banking/Investment/Finance

Tools

MS Office

Job description

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

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.

• 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.