Branch Sales & Service Exec (Retail Banking / Frontline Sales and Service / Sales / J075)

  • Competitive
  • Kota Kinabalu, Sabah, Malaysia Kota Kinabalu Sabah MY
  • Permanent, Full time
  • Standard Chartered Bank Malaysia Berhad
  • 18 Jul 18 2018-07-18

Branch Sales & Service Exec (Retail Banking / Frontline Sales and Service / Sales / J075)

Introduction 1
Leading the way in International Banking. We support the people and companies driving investment, trade and wealth creation across Asia, Africa and the Middle East. And our heritage and values are expressed in our brand promise - here for good. See our Brand and Values

JOB PURPOSE
Inbound NTB/ETB sales
· To proactively address walk-in NTB clients (any segment) sales needs; Pull generated from ATL/online, catchment campaigns, word of mouth.
· Activate NTB clients, and set up and educate clients on remote channel usage i.e: online, Client Centre, ATM; Hand over client to Priority or Business Banking Team if required.
· To proactively upgrade and convert ETB PsB clients to qualified Priority Banking client via AUM top up

Inbound ETB Service-To-Sales
· To proactively address walk-in ETB clients (any segment) sales needs (may be from Service To Sales); Service client on initial request and broaden to Next Best Conversation based on ETB analytics.
· Direct and educate walk-in clients to use self-serve channels, and handle service requests via low-counters where requested by clients, actively seek Service to Sales opportunities.

KEY RESPONSIBILITIES

Deepening Activities
Listen, explain & sell (in person)
· Understand needs of walk-in clients by actively providing quality, efficient after sales services.
· Proactively explain respective banking proposition that fits Clients ingoing Needs/anchor products, e.g: CASA, Mortgage, CC, BC CASA.
· Proactively refer for specialised needs; e.g: simple wealth products.

Deep sell (in person)
· To maximise cross sell opportunities by immediately broaden the conversation to include fuller bundle
· Actively refer to Business Banking Acquiring Team for BC lending needs, e.g: debit & credit card (individual)

Prepare, set up, & activate
· Ensure required documents are available when in need by :
· Compiling required documents
· Conduct CDD
· Opening of new account / activate products
· Tag clients to the right segment.
· Refer respective business clients to BC Banking Team and Affluent to Priority Banking Team.

Service
· Actively fulfil basic service need and pass on rest to Client Centre or CSM.

KEY MEASURABLES :

· To achieve agreed revenue and new sales targets.
· Agreed service standards to customers.
· 100% Operation control under operation risks guidelines and sales compliance.
· To cascade and live the values.
· To undertake special projects / assignments.
· Non compliance and control weaknesses inherent in the selected samples are detected and duly reported
· No unsatisfactory compliance reviews and audits on the conduct of CST and record keeping
· No overdue Control Sample Testing (CST).
· Maintaining robust controls and monitoring actions

TALENT, RESOURCES & SKILLS:

Skill requirements
Product broadening
· Basic banking products knowledge - CASA, Mortgage, PL, Credit Cards & Simple Wealth
· Market and competition knowledge
·
Client engagement
· Closing deals
· Ability to drive and manage client interaction
· Good communication & presentation skills
· Negotiation and objection handling
· Client training on digital solutions

Journey completion
· Discipline and good time management to handle client needs
· Ability to solve problems and close issues without handing over
· Strong analytical ability
· Understanding of CDD principles
· Interpersonal and complaint handling skills
· Bank's product knowledge
· Understanding of policies and procedures
· ABM rules / Bank Negara FEA regulations
· Branch Operations Manual (WEBOM) /MIC/ group circulars/bank policy and tariff of charges

The successful applicant will.... Enter JD here!


Proposition 1 - A diverse culture
We are committed to building a culture that fosters a diverse and inclusive environment that's free from bias, where everyone can realise their full potential and make a positive contribution. This is just one of our values that is expressed in our brand promise - here for good. Apply Now...

Proposition 2 - Rewarding good performance
To us, good performance is about much more than turning a profit. It's about showing how you embody our core values and mantra - here for good. And if you perform well consistently, we'll give you the rewards you deserve. Are you looking for a career that can expand your horizons? We have one..

Proposition 3 - Career development
If you're a bright mind with big ambitions, we'll actively encourage you to fulfil your potential. Thanks to our rich and varied international footprint, we can offer exciting opportunities working across different countries and cultures. Apply Now and take the next step in fulfilling your potential.