Wealth Management Retention Specialist

Job Description

The job holder is primarily responsible for implementing the compliance requirement of checks and controls on transactions for Wealth Management products – Structured Products, Sukuks, Equities, Funds, and Saving Plans etc. The job holder will be interacting mainly with the High Net Worth / Priority customers of the Bank, explaining key features and risks involved in certain products, and ensuring customers understand these risks before confirming go ahead. Given the profile of customers typically involved, the job holder will also address customer queries and provide bespoke solutions as and when required during customer interactions. The role requires communication skills, ability to learn about complex products and processes quickly, teamwork, responsibility, and ownership for issues, process know-how, and innovative problem solving skills.

 

Responsibility:

1. . Implement callback policy for WM Products:

• Call back customers who have given instructions to transact in investment products (Structured products, sukuks, funds, etc.) and complex takaful products (e.g. saving plans, whole of life plans etc)
• Follow the call back policy and the call script without exception
• Ensure timeliness and prompt action, operating within strict response time requirements
• Maintain high quality and professional approach in all customer interactions
• Focus on retention of customers and solve customer issues if any

1. Compliance / Control:

• Follow callback policy and script, including conditions like record-keeping, calling from recorded lines and so on
• Ensure the customer understands the key points about the products that the Bank wishes to highlight before customer’s final decision to invest
• Resolve customer complaints and requests relating to WM Products, whether BAU or bespoke
• Take remedial actions to reduce clawbacks, including calling to delayed clients, other modes of communications etc

1. Effective handling of customer (internal/ external) queries:

• Promptly resolve customer queries, whether standard queries and responses or innovative solutions to unique customer issues
• Responsible for the prompt and thorough resolution of product and process issues and recommend improvements in order to achieve timely and satisfactory solutions to customers.

Experience:

5 years+ experience in financial services industry with exposure to investment or takaful products and experience in customer communication and/or service

 

Knowledge & Skills:

• Knowledge of Investment and Takaful products, e.g. sukuks, funds, equities, structured products etc.
• Excellent interpersonal and communication skills (both written & verbal)
• Strong judgement skills and ability to handle client requests and/or complaints promptly.
• Ability to work in partnership with key stakeholders.
• Proficient in MS office (especially excel and word).

Thanks

Recruitment Team

TASC Outsourcing