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Key Responsibilities and Accountabilities To deliver excellent service via phone and email interactions. Responsible for ensuring all customer requests are being attended to within Service-Level Agreement (SLA). Deepen customer relationships by understanding their feedback and identifying cross sales opportunities as well as customer retention. Carry out any other duties assigned by Management. Acquisition referral as well as driving Trade utilization. To comply with the bank’s policies, Standard Operating Procedures (SOP) and regulatory requirements to ensure customers assets are protected. Inbound Service: Attend incoming calls/emails within SLA time and respond to customer’s queries and requests in a courteous and professional manner. Strive for First Call/Email Resolution at all times. Cases that cannot be resolved upfront should be immediately escalated to the appropriate party. Identify and escalate issues/complaints to Unit Head. Document all call/email information according to SOP. Centralized processing of memo/request within general criteria. Carry out any other centralized processing duties assigned by Management. Outbound Service: Personalize service by cross selling products and services which are suitable for customers. Engaging customers for more feedback/product and service improvement, customer data update, customer retention & etc. Carry out any other outbound calling duties assigned by Management. Sales Referral: Acquisition referral (New-to-Bank or New-to-Product) - 2 successful referral per month to SME Sales Team Driving Trade utilization.