Senior Client Relationship & Service Manager

UOB; Kuala Lumpur; On-site; MYR 33,000 - 58,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd in Malaysia is seeking a dedicated team member to handle inbound calls, emails, and servicing requests from Business Banking customers. You will resolve enquiries, provide professional support on banking products, and coordinate with internal teams to close requests and complaints.

The role also covers operational and transaction support, loan and trade finance inquiries, BIB issues, and ensuring proper documentation.

Responsibilities

• Handle inbound calls, emails, and servicing requests from Business Banking customers.
• Resolve customer enquiries efficiently through First Contact Resolution (FCR) whenever possible.
• Provide professional support on banking products, transaction services, internet banking, loans, trade finance, and account-related matters.
• Coordinate with internal stakeholders to ensure prompt closure of customer requests and complaints.
• Manage and process inbound requests from Business Banking stakeholders.
• Support loan-related enquiries including redemption requests, outstanding balances, fire insurance matters, prepayments, and security document requests.
• Support trade finance requests including Offering Sheets, Bank Guarantees, Invoice Financing, and related documentation.
• Handle Business Internet Banking (BIB) requests, fixed deposit enquiries, transaction-related matters, and operational escalations.
• Ensure requests are properly documented, complete, and routed to the appropriate processing teams.
• Act as a central coordination point for customer complaints and service recovery cases.
• Monitor progress of escalated cases and ensure customers receive timely updates.
• Maintain ownership of issues until resolution and closure.
• Escalate high-risk, sensitive, or regulatory-related matters to management when necessary.
• Adhere to Bank policies, regulatory requirements, AML/CFT guidelines, and operational procedures.
• Ensure customer instructions and supporting documents meet policy requirements before processing.
• Identify potential operational risks and elevate exceptions promptly.
• Maintain customer confidentiality and data security standards.
• Work closely with Relationship Managers, Sales Teams, CMOC, TROC, Product Teams, and Branches.
• Facilitate effective communication between customers and internal processing units.
• Provide advisory support to internal stakeholders on servicing processes and requirements.
• Support process improvement and transformation initiatives to enhance efficiency and customer experience.

Job description

United Overseas Bank (Malaysia) Bhd in Malaysia is seeking a dedicated team member to handle inbound calls, emails, and servicing requests from Business Banking customers. You will resolve enquiries, provide professional support on banking products, and coordinate with internal teams to close requests and complaints.

The role also covers operational and transaction support, loan and trade finance inquiries, BIB issues, and ensuring proper documentation.