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Client Services Management
1. Client Inquiries – Provide assistance to clients’ inquiries. This includes handling client communications via phone, email, or in-person interactions, addressing client inquiries, and providing guidance.
2. Adherence to the regulators and internal policies & procedures.
3. Coordinate the supporting documents with the processing hubs.
a) Account Opening
Provides guidance to the client on all the account related matters including the Trading account and CDS account inquiries.
To ensure the completeness of the Trading Account Opening Form and CDS Opening Form together with the supporting documents.
b) Settlement
Provides guidance to the client on all the settlement related matters includes the payment mode and channel that available for client to make payment.
Provides the client with the information such as the nearest banking branch available for the deposit on payment received over the counter for cheque, cash (below RM1,000).
c) CDS/Bursa matters
Provides guidance on all the CDS/Bursa related matters including the CDS transfer, ad hoc balances, Transmission of Title (TOT), and updating client information.
Coordinate with the processing hubs on all the documentation and signature verification.
Sales Force (Remisier/Dealer) Support
1. Remisier/Dealer Inquiries - Provide counter assistance to remisier/dealer inquiries. This includes handling remisier/dealer communications via phone, email, or in-person interactions, addressing remisier/dealer inquiries and submitting their request/issues to the dedicated processing hub.
2. Collection of the documents – ensure all the completed documents received from the remisier/dealer/client to be sent out to the respective Processing Hubs in a timely manner.
Administrative Support
Handling all the branch administrative tasks by liaising with the related departments including PLD and Finance Department.
a) record and maintenance of cash advance.
b) coordinating logistics (between Branch Support and Processing Hubs).
c) vendor billing (rental, astro, carpark and others).
d) upkeep of the branch maintenance (lighting, office supplies and etc).
e) liaising with building management (rental, carpark and others).
f) CCTV, access card, attendance, and others.
Business Continuity Plan (BCP) Coordinator
Branch BCP Coordinator is responsible for ensuring the continuity of critical business operations in the event of a disruption.