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. CUSTOMER DEVELOPMENT & MANAGEMENT

• Proactively identify, acquire, develop, and manage merchant and retail business customers within the assigned territory; effectively leverage allocated leads while expanding the customer portfolio.
• Understand customer needs and gather relevant customer insights to provide appropriate payment solutions, including QR Code, POS, Shop Deal, and other payment service offerings.
• Develop market coverage plans, manage customer data, and update and monitor customer statuses in the system throughout the customer lifecycle.
• Build, maintain, and strengthen customer relationships to drive transaction volume, increase revenue, and enhance customer engagement.
• Identify cross-selling opportunities during customer interactions and collaborate with or refer customers to relevant business units for products and services outside the assigned scope.

2. PAYMENT SOLUTION CONSULTING & IMPLEMENTATION

• Advise, implement, and guide customers on the Bank's payment solutions to help optimize business operations, increase sales revenue, and improve cash flow management.
• Ensure the delivery of suitable products and services aligned with the needs of each customer segment, contributing to an exceptional customer experience and high satisfaction levels.
• Execute transactions, documentation, and related procedures accurately, completely, and efficiently in compliance with internal regulations, service level agreements (SLAs), and service quality standards.

3. CUSTOMER SERVICE QUALITY MANAGEMENT

• Receive, support, and resolve customer inquiries, requests, feedback, and complaints in accordance with established policies and procedures.
• Regularly engage with customers, monitor service utilization, and recommend initiatives to increase transaction activity and improve customer satisfaction.
• Provide feedback and recommendations on products, processes, and policies to support continuous service improvement and enhance the overall customer experience.

Key Accountabilities (2)

4. 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)

5. HUMAN RESOURCES: HUMAN DEVELOPMENT AND ORGANIZATIONAL CULTURE BUILDING
5.1 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.

5.2 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.

6. EFFECTIVE MANAGEMENT: MANAGE BUSINESS PLANS AND RESULTS

• Develop and implement personal business plans to achieve assigned business targets.
• 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 above; candidates with a background in Economics, Finance, Banking, Business Administration, or related fields are preferred.
• Fresh graduates who have completed their academic program and are awaiting graduation certificates are welcome to apply

Professional experience:

• Prior experience in sales, customer acquisition, or market development within the payments, fintech, banking, financial services, insurance, FMCG, or other customer-facing industries is preferred.
• Strong sales mindset with a passion for business development and customer acquisition, coupled with a desire to grow income through performance-based achievements.
• Excellent communication, consulting, negotiation, and relationship-building skills; proactive, dynamic, accountable, and capable of working independently.
• Willing to work in the field, travel within the assigned territory, and use personal transportation for business purposes.
• Candidates without relevant experience will be provided with a structured onboarding and professional training program.