To provide excellent service to High Net-worth customers. His/Her primary responsibility is to support a team of SCRMs/CRMs in customer transactions & service matters, resolve customer’s issues and advise them accordingly. He/She is also responsible in handling treasury related processes/housekeeping including adherence to compliance sales processes of the department.
KEY RESPONSIBILITIES
Service & Relationship Management
Attend to customers and assist CRMs in various wealth product transactions and account opening as needed or resolve problems highlighted by them immediately and accurately
Assist CRMs to attend to the referrals/ leads triggers when CRM is not around, i.e. training, out for appointment, on leave and etc
Produce all correspondences, i.e. letter, inquiries within specified turnaround time.
Assist CRMs to review customer accounts and perform service call if needed
KEY RESPONSIBILITIES (cont’d)
Assist on the change of CRM’s customer portfolio upon any resignation by reaching out to customers and reemphasize on back up CRM and team concept to minimise the impact of changes.
Assist to handles customer’s complaint referred by CRM, conduct investigation and provide complete and timely problem resolution.
Sales Support Management
Work as a team with CRM to solicit sales by identifying cross sell opportunities among existing customers, as well as relationship deepening.
To access and identify leads from various sources/channels as sales referral s in support of acquisition effort.
Active participation and support in every aspect of marketing acquisition activities: - i.e customer events, marketing events, campaigns and product launches.
Administration/Operations/Compliance:
Review and identify opportunities for service/process improvements by develop/implement action plans
Review and highlight any process/service gap and to ensure compliance in place.
Actively participate in all product & compliance, meetings.
Participate in any project or assignment by immediate supervisor and Head of Department.
KEY RELATIONS
Working Relations
(INTERNAL & EXTERNAL)
Regular Contacts
Nature of Purpose
Internal
PB Hub Manager
Branches
Sales & service and customer Experience
Reporting of Sales & Service performance
HR
Training & Annual Leave Management
External
Customers
Business Partners
Customer Service/Sales
Sales
CONTRIBUTES TO
Maintaining and exceeding Service Standards
Ensuring exceptional customer experience
Sales referral and acquisition
Active database cross selling
Product bundling
NTB Campaigns
Member get member campaigns
High Net-worth planning with PB Hub Manager
Develop appropriate corrective actions
Review transactions and account openings to ensure compliance with KYC & AML.
Identify through customer survey areas of improvement
