Senior Officer, Customer Relationship Management

6 Aug 2025

**Senior Officer, Customer Relationship Management - Household (40001681)**:

- Category: Retail Banking Group
- Job Type:

- Facility: Retail Banking

**Job Purpose**:
The job holder is responsible for building, developing and managing Household customers. Responsible for consulting, sales & servicing, after-sales monitoring, risk management, debt recovery monitoring,... for the assigned Household customers from time to time to in order to achieve the assigned targets.

**Key Accountabilities (1)**:

- 1. UNDERSTAND CUSTOMERS AND MANAGE CUSTOMER PORTFOLIO
- Collect and research comments and sources of potential Household customers (leads) to understand their characteristics, needs, markets, products, competing banks, etc. of the assigned customer segment/key customer group;
- Collect and analyze information about existing Household customers, operating status, methods, business plans, financial reports, etc. to understand customers, their needs and be able to advise on business plans for customers;
- Receive, provide advisory services, develop and manage Household customer portfolio distributed by micro-area, customers care according to the contact strategy of each period; evaluate the effectiveness of the customer portfolio; at the same time build a customer network, expand relationships from existing customer book to exploit and search for potential customers;
- Exploit information, analyze and evaluate the needs of Household customers to understand their comprehensive financial goals, including payment products and services (non-lending), suitable lending products and services (unsecured lending & secured lending); at the same time, carry out up-selling and cross-selling to maximize the number of products customers hold;
- Analyze the products and services that Household customers are using, and customer financial indicators to assess the financial health of customers
- 2. UNDERSTAND PRODUCTS AND PRICING
- Understand products, solutions and pricing policies for assigned Customers (Households);
- Determine pricing policies and appropriate products to advise assigned Customers (Households);
- Propose and participate in building products, solutions, and pricing policies for Household customers with Head Office departments
- 3. CONSULTING, SALES & SERVICES
3.1. Develop sales and customer care plans
- Develop sales planning and customer care plans for assigned Household customers based on business goals and customer portfolio analysis

3.2. Implement sales and customer care plans
- Financial consulting: Consulting on optimal financial solutions for Household customers based on understanding customers and developments in the industry;
- Service quality: Ensuring the provision of products and services according to processes, service quality commitments (TAT, SLA) to convey CVP to customers

Household, contributing to increasing customer experience and satisfaction
3.3. Manage the implementation of sales and customer care plans
- Monitor, evaluate and propose adjustments to the sales and customer care plans for Household customers

**Key Accountabilities (2)**:

- 4. RISK MANAGEMENT
4.1. Credit risk management
- Responsible for managing credit risks from start to finish with customer portfolio management;
- Credit appraisal: Credit appraisal, credit proposal, submission to competent authority for approval;
- Post-credit management: Check after credit granting, detect early warning signs... and ensure proper implementation of instructions and regulations on post-loan inspection and control;
- Manage debt collection process with customers, participate in debt settlement process according to regulations.

4.2. Operational risk management
- Deeply understand, implement and comply with regulations on operational risk management;
- Proactively identify operational risks and make recommendations to the Board of Directors

**Key Accountabilities (3)**:

- 5. EFFECTIVE MANAGEMENT: PLAN MANAGEMENT & BUSINESS RESULTS
- Effectively manage the assigned Household customer portfolio according to the instructions, regulations and directions of TCB;
- Closely manage business results compared to assigned targets

6. OPERATIONS
- Perform operational tasks in strict compliance with relevant regulations, procedures and instructions;
- Proactively evaluate and propose improvements to operational processes to direct management/Headquarters

7. ORGANIZATION AND PERSONNEL
- Develop yourself to perform well in your role and adapt to changes related to your work;
- Cooperate closely with related positions, aiming at the common goals of the unit and the bank

8. OTHER WORK
- According to the regulations and directions of the bank and according to the assignment of direct management from time to time

**Key Relationships - Direct Manager**:
Senior Manager, Customer Relationship Management - ESME, MSME & Household/ Manager, Customer Relationship Management - ESME, MSME & Household/ Senior Branch Manager

**Key Relationships - Di