Inbound Virtual Relationship Manager (Banking Industry)

Key Responsibilities

Client Service & Experience

Deliver a high-quality, trusted frontline service for clients by resolving client queries in a timely and accurate manner across inbound virtual channels, with minimal hand-offs and in accordance with KPIs.

Support the function's digital enablement by monitoring the automated processes and requests across multi-market systems and ensure timely intervention where required. Requests include account and transaction, card service (credit/debit), wealth management service, personal and contact data service, and password and security service.

Support continuous improvement by tracking and acting on client feedback, service insights and recurring pain points to ultimately enhance the end-to-end client experience.

Sales Process Execution

Ensure the function's operational efficiency and a smooth cross-border client experience through product set-up walkthroughs and the documentation process, facilitate documentation signing, and resolve client queries around KYC outreach, transaction confirmation and follow-ups.

For automated processes, oversee and monitor the sales closure (document management, contract signing, product set up status), KYC outreach, and transaction confirmation, ensuring timely intervention where cross-border, market-specific or documentation-related complexities arise.

Enhance the client and stakeholder experience, and comply with governance requirements by tracking and raising process gaps, emerging trends and improvement opportunities.

Sales Support & Value Creation

Contribute to value creation by supporting service-to-sales opportunities, including documentation support, product set-up walkthroughs and follow-ups initiated through service interactions.

Identify clear opportunities to deepen client relationships and route appropriately to RMs or specialist channels in line with segment strategy and regulatory requirements.

Contribute to affluent growth priorities by supporting upgrades, engagement and retention through high-quality virtual interactions (where within role scope).

Digital & AI Fluency

Deliver an efficient and consistent client service through digitally enabled tools and technologies (e.g. CRM systems, agentic AI, speech analytics, guided workflows, insights, quality monitoring).

Inform personalized client interactions by leveraging real-time data-driven insights provided through digital and AI tools.

Improve service quality and productivity by demonstrating learning agility and continuously building confidence and capability in new digital, AI and agentic tools.

Risk Management, Governance & Compliance

Maintain strong risk and control discipline by complying with all regulatory, compliance and control requirements including KYC, AML, sanctions, fraud prevention and information security, while applying these in cross-border servicing and sales contexts.

Protect clients and the Bank through secure handling of customer data, accurate audit-ready documentation, and timely escalation of disputes, unusual activity or control weaknesses

Experiences, Skills and Qualifications

- Minimum Educational Requirement: Sijil Pelajaran Malaysia (SPM) or an equivalent qualification.

- Required to work on rotational shift 24/7 with hybrid working arrangement.

- Fresh Graduates are encouraged to apply.

- Candidates with experience in customer service, client engagement, or sales will be preferred.

- Excellent communication skills in English & Mandarin are required to support the relevant market.

- Experience in banking and/or telesales, with exposure to general banking, retail operations, lending products, and audit requirements

- Proven ability to work effectively in a deadline- and KPI-driven environment.