Handle inbound queries from MM2H applicants, agents, and agencies via email, phone, and chat to provide timely answers and next steps.
Provide multilingual support in Mandarin, Bahasa Melayu, Japanese, and other required languages to ensure clear communication and reduce misdocumentation.
Guide applicants through account opening and document submission to achieve compliant, complete applications and faster activation.
Track application status and proactively follow up to reduce drop-offs and improve account opening conversion.
Log and qualify MM2H leads and hand them to RMs or branches to increase conversion and reduce lead leakage.
Assist Relationship Managers in upselling and cross-selling relevant wealth products by recognizing customer needs and promoting suitable financial solutions.
Support campaign execution by managing outreach lists, scheduling follow-ups, and capturing feedback to improve campaign effectiveness.
Resolve common onboarding issues and escalate complex cases to Team Lead, Ops, or Compliance to ensure timely resolution and risk control.
Maintain detailed case logs and daily reports to support audits, reporting accuracy, and management decision-making.
Proactively support MM2H customers by maintaining strong relationships and identifying potential leads through ongoing interactions and service touchpoints.
Assist in preparing and updating customer-facing FAQs, welcome scripts, and KB articles to standardize responses and reduce repeat queries.
Promote wealth product opportunities by generating qualified wealth leads from MM2H conversations and ensuring timely RM follow-up to grow AUM.
