Business & Corporate Banking (SME Banking - Customer Engagement Team)

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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 ...