Job Purpose
The person holding the position is responsible for supporting Senior officer/Expert/Senior Expert in Customer Relationship Management by each target segment in providing products and services according to procedures, guidelines, standards standards of TCB; perform information verification, give appraisal opinions on simple credit documents (including new granted limit and financial solution plan according to programs/ offering/ products... issued from time to time period); monitoring the status of customers in the management portfolio including risk management, post- credit monitoring và service quality management.
Key Accountabilities (1)
Support RM to insight customers and advise products and services to customers according to assignment from time to time
- Research/collect information, insights, leads, competitive banking products... to help RMs/PRM/PCRM
understand the characteristics and needs of the customer segment/sub- segment in the assigned focus.
- Research/collect customer information before approaching to understand customer characteristics; market characteristics, demand, financial products that customers/groups of customers are using at other banks/credit institutions...
- Collect and analyze information about existing customers to understand customers and be able to support
RMs/PRM/PCRM to build and advise financial solutions for customers
- Coordinate with RMs/PRM/PCRM to collect customer information, guide customers to prepare and provide necessary documents
- Make appointments, arrange meetings with customers, collect customer records
- Contact relevant product consultants to help RMs finalize and implement solution consultation offers to customers
- Support PRM/PCRM to provide services based on customer&039;s request
- Understand products, solutions and pricing policies for customers to coordinate with RMs/PRM/PCRM, Head Office units to propose suitable products and services to advise customers
Key Accountabilities (2)
Provide and support after sale of products and services to customers:
- Make a product/solution proposal, coordinate with stakeholders to provice Products và Services to customers
- Perorming verify information, give appraisal opinions for simple credit documents (including new granted limit and financial solution plan according to programs/ offering/ products... issued from time to time period)
- Receive required information and complete documents, actively monitor progress and information to customers as committed
Perform customer risk management as assigned from time to time
- Coordinate RMs to identify early warning signs, manage the debt collection process, remind customers of debts, handle bad debts arising and follow risk handling instructions/orientations
- Proficient in using coordination tools and programs in operation (CRM, Debt, RLOS, T24, ECM, BPM, BCDE, TCBB…)
- Capture, implement and strictly comply with regulations on operational risk management
- Manage records, collect records and documents; check, supervise and update relevant information about Customers in order to serve the management, post- supervision and implementation of Customer care, after- sale support Products và Services according to regulations
- Perform the work of receiving new and managing fixed assets, limits, activating business registrations, periodic appendix assessment, managing documents (legal documents, loan documents, real estate documents...) and customer information on the system according to regulations from time to time
- Coordinate and support RMs to perform customer due diligence, monitor business activities, analyze reports, detect early warning signs of risks to help RMs be proactive in effectively managing customers&039; business activities;
- Proactively identify operational risks and coordinate with RMs to propose solutions to line management/headquarters
Key Accountabilities (3)
Service:
- Focal point for summarizing customer feedback in the catalog and urging, monitoring the processing process, reflecting to RMs to promptly resolve problems.
- Implement quality commitments (TATs/ SLAs) of the position in the process to increase customer experience and satisfaction at TCB.
System:
- Perform work in accordance with policies, regulations, procedures, internal guidelines... and Service Level Commitments (SLAs)
- Perform other related tasks as required by management
- Strictly comply with the Bank&039;s Labor Regulations, operate according to regulations, absolutely comply with regulations, processes, instructions, forms... relate.
Human:
- Develop yourself to perform well the role and duties
- Contribute to activities of building và developing organizational culture.
- Coordinate closely with other positions in Priority/CIBG và branches/CBC, as well as related units/blocks;
Perform other related tasks as arranged by RMs
With retail customer:
- Responsible for performing professional steps according to the process to identify, raise/lower/remove/renew/... membership class of the customer; Manage and store TvàC records
- Monitor and make management reports of Priority customer portfolio at the unit and of each PRM Gold, PRM
- Receive the requested information and documents (if any) to register to use service products/support customer&039;s services from PRM Gold, PRM Platinum, PRM Diamond
Platinum, PRM Diamond
- Prepare documents, request for valuation of special assets, assist in making submissions and submitting for credit appraisal/disbursement; Completing procedures for signing credit contracts/disbursement; Coordinating with Officer, Sales Support at the Hub to complete notarization procedures, secure transaction registration, import and export security assets, issue circulation of vehicles, ...; Manage credit records of Priority customer / Manage and hand over credit records to the Sales Support Hub; Support to monitor and implement post- credit control in accordance with the Bank&039;s processes and regulations
- Support PRM Gold, PRM Platinum, PRM Diamond to identify customer needs and recommend (refer) for PRM Gold, PRM Platinum, PRM Diamond to consult và handle
- Completing the application for new/re- issued credit card due to expiration; push the card issuance request to card operation, monitor the implementation progress and proactively update information for PRM Gold, PRM Platinum, PRM Diamond
- Complete the application for opening an investment account of the customer and transfer it to TCBS, monitor the progress and actively update information for PRM Gold, PRM Platinum, PRM Diamond
- Support to guide customers to fill out the form to request after- sale service; Actively monitor progress and inform customers as committed
- Perform other tasks to support PRM Gold, PRM Platinum, PRM Diamond in the process of providing and supporting after- sales service to customers
