SME & Household Relationship Support Staff (40001652)

SME & Household Relationship Support Staff

The person in charge of the position is responsible for:

• Support the implementation of providing services and ensuring the quality of services for small business customers. Responsible for ensuring the completeness and accuracy of information according to the partner's regulations.
• Ensure the implementation of assigned tasks such as: Supporting solutions while enhancing customer engagement with the customer's products and services, in order to bring the best service experience to customers.
• Ensure strict compliance and minimizing risks according to the partner's requirements.

Key Accountabilities

1. TRANSACTION SUPPORT

• Support providing services to customers fastest with the best way.
• Always update regulations, customer service processes and instructions of partners.
• Support resolving customer requests within authority.
• Ensure the accuracy of the work performed.
• Receive customer opinions on products, processes, services, policies... to make recommendations to policy departments.

2. CUSTOMER SUPPORT: SUPPORT SOLUTIONS TO ENHANCE CUSTOMER ENGAGEMENT

• Perform tasks according to the needs of partners, specifically: Receive information, support clarifying information that customers need to know about products and services.
• Perform tasks according to customer requirements: Support providing information about related products and services within the scope of assigned work according to the assignment in each period.

3. PRODUCT & SERVICE QUALITY ASSURANCE

• Support ensure assigned tasks are accurate, fully, fast and timely, ensure accurancy SLAs and Service Quality standards.
• Fully comply with service quality standards for the assigned position and other customer regulations for each period.
• Update information on products, processes/regulations, Marketing programs, new supply campaigns and partner instructions from time to time to provide the best service.
• Receive and resolve requests and complaints in accordance with customer regulations.
• Make recommendations to relevant departments to contribute to improving product, process and policy issues from time to time.

4. OPERATION COMPLIANCE & RISK MANAGEMENT ACCORDING TO CUSTOMER REQUIREMENTS

• Ensure perform work in accordance with policies, procedures, regulations, and instructions of partners.
• Perform and ensure compliance with procedures, regulations of partners and laws.
• Manage legal risks and operational risks on the list of customers assigned to support in accordance with regulations and instructions of partners.
• Comply with regulations on information security and information confidentiality.

5. Perform other tasks as assigned by superiors from time to time.

Key Relationships

Direct Manager: Team Lead, SME & Household Relationship Support

Direct Reports:

Internal Stakeholders: Units of the Company and relevant partners

External Stakeholders: Customers and Competitors, ...

Success Profile - Qualification and Experiences

Qualifications: College degree or higher is preferred (graduated in Banking, Economics,....)

Professional Experience: Have experience in sales, market development, card opening, account opening, experience in payment applications (E-wallet: Momo, VNPay) is an advantage.