1. Customer Insight
- Collaborate with RMs to Research/collect information, judgments, sources of potential customers (leads), competitive banking products... to help RMs understand the characteristics and needs of customer segments/sub-segments key segment is assigned.
- Collaborate with RMs to Research/collect customer information before approaching to understand the characteristics of production and business activities, organizational structure; market characteristics, needs, financial products that customers/customers group are using at other banks/credit institutions...
- Collect, analyze, evaluate information about existing customers, operations/methods/business plans, financial statements, ... to understand customers, needs, able to quantify the value brought to customers so that RMs can build, advise on business plans for customers
- Collaborate with RMs to complete the customer identification report according to regulations from time to time
2. Product and Pricing
- Understand and Continuously update product knowledge, features, benefits, selling points and related policies to work with RMs to propose solutions for customers: standard service products, SP packages, business programs. (CTKD) includes deposit, credit, service, trade finance, foreign exchange, derivative products, and other products for MM & USME customers in accordance with TCB's regulations from time to time.
- Actively participate in building products, solutions and pricing policies for customers with Head Office departments.
3. Sale and Service
3.1. Support for RMs in establishing and developing relationships with new and existing business customers.
- Guide customers to provide documents, print and prepare relevant documents before, during and after meeting with customers
- Assist in booking appointments and arranging meetings with customers
- Support contact with related product consulting departments to help RMs complete and deploy the solution to customers
- Collecting documents of customer
- Make a proposal for products/solutions and pricing policies for customers
- Together with RMs to propose financial solutions for customers.
- Make a plan to monitor credit limit for renewal and coordinate with related departments to determine priority level for each customer.
- Collaborate with RMs & related stake holder to implement the solution based on TCB's direction, monitor the effectentcies of implementation & provide feedback to Optimal Solulations team for suitable adjustment.
3.2. Customer care
- Implement quality commitments (TATs / SLAs) of positions in the process to increase customer experience and satisfaction at TCB.
- Collect customer feedback in the portfolio and urge, track the processing process, and reflect to RMs to promptly solve problems.
- Evaluate and propose improvement solutions to increase customer experience and satisfaction at TCB