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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
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- Assist on the change of CRM’s customer portfolio upon any resignation by reaching out to customers, 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.
- Independent checker role for Investment Sales Product Checklist to ensure necessary document and detail for all investment transactions are in place and accurate.
- Ensure completeness of documentation for all investment transactions and investment account opening
- Ensure completeness of documentation of all Banca transactions
- Ensure that RM submits all investment transactions to Ops for filing (both sides tally)
- Ensure all the checks for
- PDPA
- FATQA
- IBL done
- CRS
- Other compliance related matters.
- Ensure completeness in reverse enquiry forms
Skills
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- Customer Service / Service Quality
- Time Management
- Flexibility to Change
- Teamwork
- Communication
- Planning / Organization
- Sales Management
- Proactive / Initiative
- Problem Solving / Decision Making / Analytical Thinking
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Knowledge
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- A university degree (in relevant disciplines) or its equivalent
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- Certified – FIMM, CEILI, PCE Life and General (preferable)
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Experience
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- At least 2-3 years workings with wealth management experience from the Financial industry
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- Experience in high net worth segment will be added advantage
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- Preferably registered with The Federation of Investment Managers Malaysia (FIMM);
- Preferably passed the Unit Trust Examination conducted by FIMM;
- Preferably passed CEILI, PCE (Life & General) for those who sell Bancassurance products;
- Must not be below 21 years of age;
- Must possess at least Grade 3 SPM or its equivalent as determined by FIMM;
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Honest, of good character, good repute, efficient, reliable and have high integrity. Individual must not have been :
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- found by a court or other competent authority to have acted fraudulently or dishonestly;
- convicted of a criminal offence; or
- Censured or reprimanded by, or denied/disqualified from membership of a professional or trade body; or a regulatory license, registration or similar approval has been refused or revoked.
- Sign Statutory Declaration attesting to requirements set out in 5(a) to (c) and undertaking to comply with SC’s Code of Ethics and Standards of Professional Conduct.
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