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Virtual Relationship Ambassador ( MDY )

KBZ Bank
| Mandalay
Verified This job has been verified by the company as a real job vacancy.
12 May 2022
Recruiter active 8 hours ago The recruiter at this company was last active reviewing applications.
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Virtual Relationship Ambassador ( MDY )
KBZ Bank, | Mandalay

Virtual Relationship Ambassador ( MDY )

KBZ Bank

Virtual Relationship Ambassador ( MDY )

KBZ Bank
Recruiter active 8 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Mandalay
Verified This job has been verified by the company as a real job vacancy.

Experience level

Experienced Non-Manager

Job Function

Customer Service, Support

Job Industry

Banking/ Insurance/ Microfinance

Min Education Level

Bachelor Degree

Job Type

Full Time

Job Description

A Great Opportunity for ...

The role is responsible for being the ‘single point of service contact’ for KBZ Bank’s portfolio of high value clients. The incumbent will handle a set of assigned HNW clients and is responsible for ensuring that these clients feel well cared for, always have a person to speak with/connect with for any service issue or if they wish to have a problem resolved. The incumbent applies in-depth knowledge, attending to all aspects of customer service and contributing to the retention and deepening of the bank’s key deposit client relationships. The engagement is ‘two way’…customers can call their Service Manager or a ‘team/pool’ at any time, through a dedicated hotline for all their banking and account related enquiries, instructions and issues. Equally, the Service Manager will conduct outbound calling on their portfolio of clients, ensuring that their needs are taken care of and that there are no outstanding issues needing resolution. The Service Manager brings to the attention of their client portfolio, a range of special services such as Cash@home, Cash Express, Document and Cheque pickup services amongst others. The bank is developing a suite of other benefits and offers to bring genuine ‘value’ to these clients. Success will be measured by several parameters including the NPS score of each client in the portfolio, as well as contact frequency and quality, KPI’s for service resolution and business performance of the portfolio. Retention of each client is critical, as is a clear measure of portfolio growth (Deposits, loans, revenues), based on the principle that happy customers stay and build deeper relationships. The Service Manager will eventually partner with a Wealth Relationship Manager as the bank’s affluent banking proposition is developed and launched. The role holder is also responsible for supporting the bank’s strategies and initiatives to provide an effective and engaging digital, largely paperless customer experience, and drives the usage of mobile/multi-channel and digital applications, in order to deliver exceptional and differentiated customer experience.

 

  • Complete client service handling - as the first and single point of contact for any client concerns, queries or complaints;

  • Client account and portfolio management (retain and deepen);

  • World-class customer engagement customised, over time, based on individual ‘Customer Profiles’ which need to be built up and recorded on CRM platform during each interaction;

  • Analyse client interests, problems/complaint resolution , and potential need for new products and services and direct the requirement / lead to the right channel for fulfilment

  •  Bring the bank to the client – based on needs. Coordinate with branches, VCGM’s, Operations and other key stakeholders to ensure service resolution is world class;

  • Engage with customers to enrich the relationships by mobilizing additional funds and promote other fee-based products/services based on current and future customer needs;

  • Ensure that KYC/AML and other compliance norms are strictly adhered to;

  • Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behaviour, conduct and business practices, and escalating, managing and reporting control issues with transparency;

  • Encourage cross-selling / deepening of relationships and good customer service practices;

  • Help promote and maintain a positive company image;

  • Highlight critical issues to reporting manager and other related team whenever necessary;

  • Propose best practices based on ‘Voice of Customer’

  • Coordinate with VC’s for proper support to category customers

  • Be driven by the Monthly Portfolio Report, with core KPI’s that include:
    - NPS
    - Client instruction execution (complete, accurate, timely)
    - Service Resolution
    - Customer Needs Identification and Customer Profile development
    - Client balance growth and retention levels
    - Portfolio growth and health (stable balances, product mix , ‘main bank’ status)
    - Product penetration/Cross-sell, etc.
    - Ideation : The number and quality of creative new solutions based on strong client   engagement and ‘Voice of Customer’ that can be developed and extended bank wide.

Open To

Male/Female

Job Requirements

  • Customer service focus and customer-centric mind-set
  • Ability to manage relationships both internal and external and multi-task;
  • Any mandatory certifications as required for financial products service orientation;
  • Intuitive to customer’s needs;
  • Strong communication and interpersonal skills, ability to build and maintain relationships;
  • Must understand customer relationship management (CRM);
  • Ability to analyse and solve problems quickly;
  • Self-motivated, flexible;
  • Aptitude for fostering positive relationships
  • Teamwork and leadership skills;
  • Customer-oriented mindset;
  •  
  • Minimum 3 years of banking industry experience
  • 5 years or more overall work experience with clear evidence of  service and sales/ relationship management experience;

What We Can Offer

Benefits

Quarterly Bonus

Highlights

Leading Bank in Myanmar

Career Opportunities

  • Opportunities for promotion
  • Possibility for job training
  • Learn new skills and techniques