Customer Service Associate – Premium Customer Engagement (Outbound)

We are seeking a highly customer-focused Customer Service Associate – Premium Customer Engagement (Outbound) to manage proactive customer interactions with Affluent and High-Net-Worth (HNW) customers.

The role will be responsible for delivering professional, personalized and consistent outbound customer experiences across customer verification, welcome calls, product and service communications, event engagement, targeted campaigns, telemarketing and other premium customer engagement initiatives.

Key Responsibilities

• Conduct outbound calls to Affluent and HNW customers for customer verification and service-related requirements.
• Conduct welcome calls for newly on boarded customers across selected products and services.
• Communicate relevant product, service and customer experience information clearly, accurately and professionally.
• Support outbound customer engagement activities relating to lending, cards and other selected premium products and services.
• Manage customer calls relating to events, including invitations, confirmations, reminders and other event-related communications.
• Support targeted telemarketing, cross-selling and customer engagement campaigns.
• Conduct proactive customer follow-ups in line with defined customer engagement initiatives.
• Identify customer needs, preferences and potential opportunities during customer interactions, and appropriately refer or escalate them to the relevant teams.
• Maintain accurate and timely records of customer interactions, outcomes and follow-up requirements.
• Ensure all customer communications are handled professionally and in accordance with approved guidelines, procedures, compliance requirements and service standards.
• Protect customer confidentiality and handle sensitive customer information with the highest level of discretion.
• Consistently deliver a premium customer experience aligned with the expectations of Affluent and HNW customers.

Requirements & Experience

• Minimum 1–3 years of experience in Contact Center, Customer Service, Customer Engagement, Telemarketing or a similar customer-facing role.
• Previous experience handling Affluent, HNW, Premium, Private Banking or relationship-managed customers will be highly advantageous.
• Proven experience in outbound customer engagement, customer verification, welcome calls, telemarketing or customer communication campaigns.
• Experience within financial services, banking, lending, cards, wealth management or a premium customer service environment will be an added advantage.
• Excellent verbal communication skills with strong telephone etiquette and a professional manner.
• Good persuasion, influencing and negotiation skills.
• Strong interpersonal skills with the ability to communicate effectively with customers from diverse backgrounds.
• Ability to work effectively in a target-driven and service-oriented environment

We require a customer-focused professional who can confidently manage sensitive situations, build trust with premium customers, coordinate across multiple stakeholders, and turn customer feedback into meaningful service improvements.

If you are passionate about delivering exceptional customer experiences and thrive in a high-accountability service environment, we would like to hear from you.

Apply now and be part of our journey in delivering a truly premium customer experience.