Telesales Analyst/Senior Analyst - Telemarketing

Company: 2201 United Overseas Bank (Malaysia) Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

Telesales Analyst:

We are looking for a Telemarketing Officer to engage existing UOB customers, promote financial products, and identify sales opportunities while delivering excellent customer service.

Key Responsibilities

• Promote credit card instalment lending product

• Make outbound calls to existing customers using approved scripts and systems.

• Clearly explain product features, pricing, and promotions.

• Ask relevant questions and listen actively to understand customer needs.

• Identify customer needs and provide suitable financial solutions.

• Handle inquiries, address concerns, and escalate issues when necessary.

• Convert leads into sales ethically and accurately base on customer needs.

• Maintain proper call records and follow all bank policies including sales processes and procedures.

• Uphold UOBM Values by delivering excellent customer service, empathy, and effective communication.

• Adhere to UOBM’s Sales Discipline Guide at all stages

Job Requirement:

• Experience/Non Experience in Banking is acceptable

• Fresh Graduates is acceptable

Telesales Senior Analyst:

• Contact existing or potential bank customer(s) via telephony system approved & provided by the UOBM to inform them about a product or service guided by script(s) provided.

• Provide the customer with information about the products or services in order to create customer(s)’ interest in the brand.

• Ensure no misrepresentation of product features, pricing, promotions and processes.

• Answer any question(s) / enquiri(es) from customer(s) and/or clarify any doubt(s) customer(s) may have.

• Keeping up to date on & provide market research / data through outbound calling.

• Ask probing question(s) to engage & listen to understand customer(s)’ requirements / needs.

• Identify and qualify potential sales leads.

• Use the data provided by UOBM & obtained from customer(s) to pursue promising leads with persuasion and persistence.

• Act in the best interests of customers when providing them with financial advisory services

• Convert customer inquiries into sales opportunities ethically & responsibly at all times.

• Convert difficult leads into customers ethical & responsibly at all times.

• Generate repeat business by promoting new offers to customers ethically & responsibly at all times.

• Uphold UOBM Values & provide the UOBM brand recognition by leaving customer(s) with an excellent impression of UOBM through effective customer relations, empathy and effective communication skills.

• Handle grievances / dissatisfaction(s) as much possible to preserve the company’s reputation & good image, and redirect calls to the relevant department(s) if necessary for resolution(s).

• Capture and process sale(s) / order(s) by obtaining and updating customer(s)’ latest information in an accurate manner in the Application Form or system.

• Ensure application form(s) duly completed prior to submission.

• Ensure all relevant income document(s) obtained from customer to adequately support the application.

• Keep records of calls, and sales, and note useful information.

• Update all leads’ outcome(s) or status accurately & timely in the CRM/TMS system.

• Go the “extra mile” to meet sales quota and facilitate future sales.

• Uphold & maintain UOBM Values before, during and after sales acquisition process by adhering to the UOBM PFS & Telemarketing Sales Discipline Guide.

• Ensure all sale(s) are acquired in accordance and adherence to approved Sales Process & Procedures

Job Requirement:

• Preferably telemarketing experiences with >2 years in any industry

Additional Requirements

Develop (Competency), Engage (Competency), Execute (Competency), Strategise (Competency)

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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