SME & Household Relationship Officer (40001648

## Job Purpose

This position responsible for:

- Ensure consulting and providing payment products, services in retail banking segment that meet the needs of customer to bring the best experience.

- Ensure compliance and minimize risks when processing transactions and providing services to customers

## Key Accountabilities (1)

1. CUSTOMERS: CONSULT AND PROVIDE SUITABLE PAYMENT PRODUCTS AND SERVICES FOR HOUSEHOLDS BUSINESS CUSTOMERS

- Research customer information to consult and provide payment services that meet the needs of customers or introduce customer to prescribed positions to bring the best experience for customers.

- Plan market exploitation, analyze data and update customer status information in the assigned area.

- Manage/conduct customer interaction/ customer care to promote transactions.

- Exploit, consult and provide payment services that meet customer needs according to the customer list assigned each of period.

- Identify cross-selling opportunities during customer interaction and encourage customers to use other products, transfer products which are not under the scope of responsibility.

2. PRODUCTS AND SERVICES: ENSURE AND IMPROVE SERVICE QUALITY TO BRING THE BEST EXPERIENCE TO CUSTOMER

- Process request transactions of customer accurately, completely, quickly and timely, ensure SLAs and service quality standards.

- Update information about products, Techcombank's processes/regulations, Marketing programs, new sales campaigns and guidelines in each of period in order to provide Bank's services to customers in the best way.

- Approach and solve customer requests and complaints in accordance with Techcombank's regulations.

- Give recommendations to relevant departments to contribute to improvement of product, processes and policies in each period.

## Key Accountabilities (2)

3. SYSTEMS AND PROCESSES: OPERATIONAL COMPLIANCE AND RISK MANAGEMENT

- Perform work in accordance with Bank's policies, regulations, processes and guidelines.

- Identify customer information as well as warning signs before, during and after customers' transactions, ensure compliance with Techcombank's processes and regulations and laws.

- Use equipment and tools for right purposes and instructions.

- Manage legal risks and operational risks on assigned customer list in accordance with Bank's regulations and instructions.

- Comply customer appraisal process/instructions and ensure control document completely comply with regulations and instructions when dealing with customers.

- Comply with control process.

- Identify, report operational risks.

- Comply with regulations about information safety and security.

## Key Accountabilities (3)

4. HUMAN RESOURCES: HUMAN DEVELOPMENT AND ORGANIZATIONAL CULTURE BUILDING

4.1 Self-development

- Fully participate in Techcombank's training programs.

- Have the spirit of self-learning in work and life.

- Actively build personal development plan.

- Have an open attitude to share information with others and willingness to accept change.

- Take responsibility for work and aim for outstanding results.

4.2 Build organizational culture at the unit

- Build a culture of cohesion, encourage colleagues to achieve success.

- Fully aware of Techcombank's organizational culture and perform tasks in the spirit of 5 core values, TCB's code of conduct and Techcomer's DNA.

5. EFFECTIVE MANAGEMENT: MANAGE BUSINESS PLANS AND RESULTS

- Develop and implement personal business plans to achieve assigned business targets.

6. Perform other relevant tasks at the request of managers.

## Key Relationships - Direct Manager

Team Lead, SME & Household Relationship; Manager, Retail Banking / Branch Manager / Director, Direct Sales

## Key Relationships - Direct Reports

## Key Relationships - Internal Stakeholders

Units of the Division and relevant units

## Key Relationships - External Stakeholders

Personal customer, competitors…

## Success Profile - Qualification and Experiences

Qualifications:

- College degree or higher is preferred (graduated in Banking, Economics is an advantage)

Professional experience:

- At least 03 years of experience in the field of sales, market development, card opening, account opening, experience in payment applications (E-wallets:  Momo, VNPay) is a plus.