Expert, Customer Relationship Management - SME (40000898)

Techcombank; Economy (Beaver County); On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an experienced professional in Customer Relationship Management to enhance their SME banking segment. In this role, you will be responsible for developing and managing customer relationships, providing financial consulting, and ensuring adherence to risk management protocols. With a focus on sales strategy and customer satisfaction, you will play a crucial role in driving business results. If you have a strong background in sales support for corporate customers and a passion for banking, this is an exciting opportunity to make a significant impact in a dynamic environment.

Qualifications

• 8+ years in sales or sales support for corporate customers.
• Strong understanding of financial products and customer needs.

Responsibilities

• Build and manage relationships with SME customers to achieve targets.
• Conduct risk management and oversee debt collection processes.

Skills

Customer Relationship Management

Sales Strategy

Risk Management

Financial Analysis

Consultative Selling

Education

University degree in Foreign Trade

Degree in Finance

Degree in Banking

Job description

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10 May 2025

Expert, Customer Relationship Management - SME (40000898)

Category: Retail Banking Group

Job Type:

Facility: Retail Banking

Job Purpose

The job holder is responsible for constructing, developing, and managing relationships with customers. Responsible for consulting, sales, after-sales care/follow-up, risk management, and debt collection monitoring for customers assigned from time to time to SME/MSME segments to achieve the targets set.

Key Accountabilities (1)

1. Customer Insight
- Collect and analyze customer opinions and potential leads to understand characteristics, needs, markets, and competitive banking products of MSME customer segments, focusing on the main customer group assigned.
- Gather and analyze information about existing customers, operational status, business plans, financial statements, etc., to understand customer needs and advise on business plans.

2. Product and Pricing
- Understand products, solutions, and pricing policies for assigned customers (SME/MSME).
- Determine suitable pricing policies and products for advising customers.
- Participate in developing products, solutions, and pricing policies with departments at Head Office.

3. Sale and Service
3.1 Sale Planning and Customer Care Plan
- Develop sales and customer care plans based on business goals and customer portfolio analysis.
3.2 Sales Activities and Customer Care Actions
- Provide financial consulting to recommend optimal financial solutions based on customer knowledge and industry developments.
- Ensure quality of service, adherence to processes, commitments (TAT, SLA), and enhance customer experience and satisfaction.
3.3 Manage sales activities and customer care actions, monitor, evaluate, and propose adjustments.

Key Accountabilities (2)

4. Risk Management
4.1 Credit risk management
- Manage credit risk from end to end, including credit appraisal, proposal, approval, and post-credit management.
- Oversee debt collection and participate in debt settlement processes.
4.2 Operational risk management
- Understand and implement operational risk regulations.
- Identify operational risks proactively and recommend improvements.

5. Operations
- Perform operations in compliance with regulations and procedures.
- Suggest improvements to operational processes.

6. Organization and Personnel
- Develop personal capabilities and adapt to changes.
- Collaborate closely with related roles for unit and bank goals.
7. Effective Management
- Manage assigned customer portfolio according to bank instructions.
- Achieve business results aligned with targets.
8. Other Responsibilities
- Perform additional duties as assigned by the Director and per bank regulations.

Key Relationships - Direct Manager

Manager Business Banking SME

Key Relationships - Direct Reports

None

Key Relationships - Internal Stakeholders

Other bank departments and staff involved in SME banking.

Key Relationships - External Stakeholders

Customers

Success Profile - Qualification and Experiences

Degree: University degree, preferably in Foreign Trade, Economy, Finance, or Banking.
Experience: Minimum 8+ years in sales or sales support for corporate customers.
English: Minimum TOEIC 550 or equivalent.