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Client Services Management
Client Inquiries – Provide assistance to clients inquiries. This includes handling client communications via phone, email, or in-person interactions, addressing client inquiries, and providing guidance. Adherence to the regulators and internal policies & procedures. Coordinate the supporting documents with the processing hubs. Account Opening
- Provides guidance to the client on all the account related matters including the Trading account and CDS account inquiries.
- To ensure the completeness of the Trading Account Opening Form and CDS Opening Form together with the supporting documents.
Settlement
- Provides guidance to the client on all the settlement related matters includes the payment mode and channel that available for client to make payment.
- Provides the client with the information such as the nearest banking branch available for the deposit on payment received over the counter for cheque, cash (below RM1,000).
CDS/Bursa matters
- Provides guidance on all the CDS/Bursa related matters including the CDS transfer, ad hoc balances, Transmission of Title (TOT), and updating client information.
- Coordinate with the processing hubs on all the documentation and signature verification.
Nominees
- Provides guidance on client inquiries in all matters related to Nominees including the Subscription of Right Issues, Bonus and Dividend Reinvestment Plan (DRP).
Sales Force (Remisier/Dealer) Support
Remisier/Dealer Inquiries - Provide assistance to remisier/dealer inquiries. This includes handling remisier/dealer communications via phone, email, or in-person interactions, addressing remisier/dealer inquiries and submitting their request/issues to the dedicated processing hub. Collection of the documents – ensure all the documents received from the remisier/dealer/client to be sent out to the processing hub in a timely manner. Coordinating with IT Dept for the daily morning report printing.
Client Complaint Management
Compiling and reporting client complaints in a timely and fair manner. Branch Complaint Officer Role
- Assume all the Branch Complaint Officer duties and functions according to the company/regulatory policies.
- Maintain and upkeep the complaint records.
Administrative Support
Handling all the branch administrative tasks by liaising with the related departments including PLD and Finance Department. record and maintenance of cash advance. coordinating logistics (between Branch Support and Processing Hubs). vendor billing (rental, astro, carpark and others). upkeep of the branch maintenance (lighting, office supplies and etc). liaising with building management (rental, carpark and others). CCTV, access card, attendance, and others.
