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.