Suzan Ch'ng Geok San
Senior Portfolio Counselor
Penang,02
Summary
Accomplished & Dedicated professional with strong background and proven track record at foreign banks, over 20 years banking experience. Highly adaptable with extensive knowledge in investment field. Results & performance-oriented team player with strong portfolio advisory skills with positive and highly committed attitude and able to work independently.
Overview
23
23
years of professional experience
11
11
years of post-secondary education
4
4
Languages
Work History
Senior Portfolio Counselor
UOB (M) Berhad
11.2022 - Current
- Helping the team (CA, RM & PB) to identify business opportunities.
- Working closely with the Branch Manager & Sales Head on investment strategies planning as well as Wealth Product Management Team in HQ.
- Providing on-going investment products training to ensure competencies of sales representatives & new recruits to meet the full spectrum of needs for Privilege, Wealth & Personal banking clients.
- Organizing events/seminars to enrich customers' experience and loyalty with the bank.
- Providing input and feedback to product team in HQ for investment product enhancement and improvement as well as selection of products prior to the nationwide launching.
- Tracking the sales performance of branch workforce to ensure meeting Branch target for UT & structured product.
- Staying up-to-date with new product launches, initiatives, market developments and market analysis on competitors' products
- Recommending localized campaigns to be executed at respective region e.g. northern region
- Fostering close relationship between branch sales channel, HQ level as well as partners to ensure seamless flow of information in order to better support the business.
- Developing comprehensive investment strategies for clients in order to improve portfolio performance as well minimize the portfolio risk.
Senior Investment Specialist
Citibank Berhad
06.2013 - 10.2022
- Managed diverse portfolios, effectively balancing risk and return using the portfolio tools while meeting client objectives
- Coordinated with wealth management professionals to create holistic financial plans addressing both short-term and long-term goals.
- Joint sales call with Relationship managers for portfolio review, market update and identify investment opportunities.
- Increased client satisfaction by providing house view investment advice tailored to individual financial goals.
- Working closely with the Branch Manager & Sales Head on investment strategies planning as well as Wealth Product Management Team in HQ on monthly & quarterly product focus.
- Providing on-going investment products training to ensure competencies of relationship manager & new recruits to meet the full spectrum of needs for HNW clients.
- Organizing events/seminars to enrich the customers' experience and loyalty with the bank.
- Providing input and feedback to product team in HQ for investment product enhancement and improvement as well as selection of products prior to the nationwide launching.
- Tracking the sales performance of branch workforce to ensure meeting Branch target for UT, premium deposit, structured product, retail bond, fx and etc.
- Staying up-to-date with new product launches, initiatives, market developments and market analysis on competitors' products
- Recommending localized campaigns to be executed at respective region e.g. northern region
- Fostering close relationship between branch sales channel, HQ level as well as partners to ensure seamless flow of information in order to better support the business.
Branch Manager
Citibank Berhad
04.2008 - 05.2013
- Improved customer satisfaction ratings (NPS) by enhancing service quality and resolving client issues promptly.
- Maintained friendly and professional customer interactions.
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Engaged employees in business processes with positive motivational techniques.
- Managed & reviewed branch P&L to achieve business growth and profitability impact.
- Maximized productivity via management-by-objective system within the available resources.
- Ensured staff to undergo proper certification & trainings.
- Provided personal coaching and counseling in basic attitude, sales skills, product knowledge as well as service excellence.
- Implanted high performance culture with positive staff morale and team spirit towards common goals.
- Managed staff attrition, recruitment and development.
- Ensured priority in customer engagement which includes frequent customer contacts and updates, organized customer events to create preference and loyalty.
- Ensured comply with the business policies, procedures & guidelines set by the bank, relevant authorities & regulators.
Portfolio Finance Specialist
Citibank Berhad
George Town, 07
11.2006 - 03.2008
- Supported the branch for the expansion of leveraging products e.g. Share Margin Financing, Portfolio Finance & overdraft facilities to increase market share in northern region.
- Supported and provided advice to relationship manager and personal banker to existing and potential clients.
- Supported called-in and walked-in clients' and remisiers' enquiries.
- Built and maintained good relationship with remisiers and partners by providing ongoing support.
- Accountable and responsible to ensure meeting target set for portfolio finance business in northern region.
Realtionship Manager
Citibank Berhad
01.2006 - 12.2006
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- 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.
- Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
- Strengthened client relationships by actively listening to their needs and providing tailored financial solutions.
- Participated in staff meetings to discuss innovative strategies to improve services.
Citibanking Team Sales Manager
Citibank Berhad
George Town, 07
07.2004 - 12.2005
- Lead a team of Personal Banker of 6-8 persons
- Adapted quickly to new products or services offerings by maintaining ongoing education initiatives for both myself and my team.
- Analyzed market trends to identify new business opportunities and areas for expansion.
- Mentored junior sales representatives, providing guidance on best practices and helping them achieve their goals.
- Created customized presentations tailored to specific client needs, resulting in more effective pitches and higher conversion rates.
- Streamlined sales processes to improve efficiency and boost productivity within the team.
- Encouraged open communication within the team, fostering a positive work environment conducive to collaboration and problemsolving.
- Championed team morale and motivation by celebrating individual and group achievements, fostering a positive work culture that encouraged continuous growth and improvement.
- Monitored individual performance closely, providing constructive feedback during regular one-on-one meetings with each team member.
- Worked closely with other departments to ensure seamless coordination between teams for optimal results.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
Customer Service Officer
Citibank Berhad
George Town, 07
07.2001 - 06.2004
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided primary customer support to internal and external customers.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Communicated with clients regarding account services, statements, and balances.
- Completed data entry to record call notes, suggestions and questions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Reduced response time by managing high walk-in volumes while maintaining a professional demeanor under pressure.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Education
Bachelor of Arts - Accounting & Commerce
Universiti Sains Malaysia (USM)
Penang 05.1998 - 05.2001
Methodist Boys' School
Penang 01.1997 - 12.1998
SPM
Union High School
Penang 01.1990 - 12.1995
Skills
Leadership
Performance Management
Customer Relationship Management (CRM)
Staff Training and Development
Sales Techniques
Problem-solving abilities
Teamwork and Collaboration
Decision-Making
Multitasking
Positive Attitude
Self Motivation
Customer Service
Adaptability and Flexibility
Analytical Thinking
Accomplishments
- Unsung Hero Award 2022
- Top Investment Specialist 2018 & 2019
Timeline
Senior Portfolio Counselor
UOB (M) Berhad
11.2022 - Current
Senior Investment Specialist
Citibank Berhad
06.2013 - 10.2022
Branch Manager
Citibank Berhad
04.2008 - 05.2013
Portfolio Finance Specialist
Citibank Berhad
11.2006 - 03.2008
Realtionship Manager
Citibank Berhad
01.2006 - 12.2006
Citibanking Team Sales Manager
Citibank Berhad
07.2004 - 12.2005
Customer Service Officer
Citibank Berhad
07.2001 - 06.2004
Bachelor of Arts - Accounting & Commerce
Universiti Sains Malaysia (USM)
05.1998 - 05.2001
Methodist Boys' School
01.1997 - 12.1998
SPM
Union High School
01.1990 - 12.1995
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