JOB PURPOSE

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
• Efficient administration and management