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Overview:
The Executive or Senior Executive, Telemarketing (Cards Retention), is a specialized, target-driven role based in PJ City focused on retaining the bank's valuable credit card customer base. The primary responsibility is to proactively contact and re-solicit cardholders who have expressed an intention to cancel their credit card(s), using negotiation and competitive offer strategies to prevent them from leaving the bank. This role reports directly to the Telemarketing Retention Manager.
Responsibilities:
Customer Retention & Negotiation
Contact and re-solicit customers from cancelling their credit card based on the offer matrix.
Perform outbound calls to customers who have the intention to cancel their credit cards.
Understand customer's needs, negotiate, and convince the customer on the pricing terms in order to prevent them from leaving the bank.
Performance & Compliance
Meet all set productivity target on a daily basis.
Keeping abreast with competitive issues, products, and the financial market.
Comply with the code of conduct and ethics (implied in the provided text).
Teamwork & Organizational Alignment
Fostering positive relationship with team members within the team and department.
Active participation in providing feedback during discussions.
Adhere to department process and procedures in complying with audit, regulatory, and compliance standards.
Respect the HLB culture and take an active role in the communities.
Participate and display teamwork in all aspect of work, projects and assignments, Group Management Programs, etc. at all times.
To carry out any other duties as directed by the management.
Skills & Experience We Are Looking For:
Experience: Previous experience in sales, telemarketing, or customer retention roles within the financial services industry is highly preferred.
Core Competencies:
Strong Negotiation and Persuasion Skills: Proven ability to resolve customer objections and effectively re-sell value propositions based on an offer matrix.
Communication: Excellent verbal communication skills with a professional telephone manner.
Results-Oriented: Ability to consistently meet set daily productivity targets.
Compliance Awareness: Understanding of the need to comply with regulatory, audit, and ethical standards.
Location: Willingness to be based in PJ City.
For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/
We appreciate your application and will be in touch with shortlisted candidates regarding next steps.
About Hong Leong Bank
We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.
We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available. Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.
Realise your full potential at Hong Leong Bank by applying now.
Skills Required
- Previous experience in sales, telemarketing, or customer retention within financial services
- Strong negotiation and persuasion skills to resolve objections and retain customers
- Excellent verbal communication skills and professional telephone manner
- Ability to meet daily productivity and performance targets
- Awareness of and adherence to regulatory, audit, and ethical standards
- Willingness to be based in PJ City
- Ability to perform outbound calls and apply an offer matrix for retention
- Teamwork and active participation in feedback and group programs
What We Do
Hong Leong Bank Berhad is one of the leading financial services organisations in Malaysia. With a heritage of more than 100 years, it provides comprehensive financial services covering consumer banking, business banking and trade finance, treasury, branch and transaction banking, wealth management, private banking and Islamic financial services. Its merger with EON Bank Group in 2011 has further embedded its position as a core banking franchise with an expanded distribution network of more than 300 branches across the country. With a proven track record in value creation and a highly recognised brand, Hong Leong Bank has also been extending its footprint in the region, with branches in Singapore and Hong Kong and wholly owned subsidiaries in Vietnam and Cambodia. In China, the Bank has a 20% shareholding in Bank of Chengdu Co., Ltd., Sichuan and a consumer finance joint venture. Hong Leong Bank is a subsidiary of Hong Leong Financial Group Berhad, the financial services arm of the Hong Leong Group. Apart from banking, Hong Leong Financial Group is involved in the provision of insurance and takaful, as well as investment banking, unit trust, fund management and stock broking services
