Norhayati Mohd Susah

Maintained knowledge on banking products and distribution to provide optimal service support.

• Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
• Manage and enhance existing customer, relationship initiate regular customer, site visit or follow-up to establish better rapport.
• Process credit proposals and ad-hoc requests received from customers within SLA's standard of service, to ensure Bank's risk parameters and guidelines are adhered to, and to aware of common shortcomings highlighted by GCM to maintain high credit standard.
• Attend customer requests and appeals on credit related matters within SLA, and provide basic advice and service to meet customer's needs.
• Analyze, evaluate and recommend loan applications and ad-hoc requests within Bank's risk parameters and guideline.
• Manage portfolio of existing account with minimal attrition.

• Independently source new and existing customers, package the requirements for business loan application.
• Responsible for processing of loan application by applying basic credit principles (5C's) and submission for an approval, closely follow up on the acceptance until disbursement of loans.
• Drive and generate fee based income from cross selling activities on Insurance (PRTA & PRTT) and Cards.
• Responsible and ensure processing of loan application is within stipulated turnaround time (TAT).
• Established and enhance rapport with local community in the service area.
• Foster positive relationship with customers and initiate regular customer site visit or follow-up to establish better rapport.
• Manage and uphold service standards set by the management and uphold corporate responsibility at all times.
• Conducting Know Your Customer (KYC), due diligence tasks, market and credit analysis to ensure asset quality.

• Maintained and built close relationships with customers through regular contact and visits.
• Sales and credit processing specifically on SME micro customer segmentation.
• Monitored, followed-up and escalated cases to meet customer response commitments.
• Loan monitoring and recovery to manage month-in-arreas and NPL account.
• Work closely with branches, leads tele-marketing, engagement with association to educate, increase awareness and promote financial product.
• Conduct field works visit during pre and post loan processing.
• Post Mortem, account review and data analysis for NPL accounts.

• Checking and approving any documents and agreements submitted by external customer according to their corporate resolution.
• Processing any account maintenance required by external customer.
• Dealing on incoming and outgoing clarification against external and internal customer via mail and phone
• Ensure all document presented in accordance with term and regulation.
• Ensure due care and diligence is exercised on day to day operational matters relating to Money Laundering and KYC, acquiring relevant knowledge and training.
• Providing support to superiors
• Handling on preparation of documents.
• Verifying signers on the documents.

• Verify transactions processed and released that fall within own delegate release authority.
• Checking and / or approving documents i/e commercial document and financial document presented against letter of credit.
• Assist the team management in overseeing the daily operations of the team and contributes towards meeting the team's objective.
• Ensure that the set target productivity targets (efficiency, accuracy, etc) and processing turnaround standards are achieved (within own area and responsibility).
• Ensure awareness and full compliance of all laid down rules, regulations, policies, guidelines, procedures, practices and code of conduct imposed by company/ group.
• To ensure the Letter of Credit is in under standard control
• To meet the requirement and request from customer by referring the customer special handling instruction (SHI).
• Finance the bill as requested by customer.
• Dealing on incoming and outgoing clarification against external and internal customer.