Teh Lay Hoon

  • Office Support and Administration / Career Advisor & Counselor
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • Oct 02, 2020
Full time

Personal Summary

I have experience in Client Service and Operations Support role with strong Customer Service and
Administration skills handling Corporate and Retails Customers. I have well developed communication
and administration skills in evaluating customer's needs and provide service options to meet their
requirements. Customer oriented skills in handling customer account queries, ensure customer
request completed and issues resolved.

Well versed skills to conduct Customer Due Diligence (CDD) and Know Your Customer (KYC) screening
and assessment on customer identification / profile, business background analysis. Detail oriented in
documents review to ensure procedure and regulatory compliance. Strong abilities in corporate and
retail account opening and provide guidance to client in completion of relevant forms and
documentation required.

Good writing and communication skills in English and Malay , and able to converse basic Mandarin ,
Cantonese and Hokkien dialect. Well developed interpersonal skills and strong team player.


* Client Services and Operations Support
* Client Management Services - Front Office and Administration
* Customer Due Diligence and Know Your Customer (KYC) Assessment
* Facilitator experience in Project System Training and Support
* Well versed with Business Contingency Plan Activities
* Strong Planning / Organizing / Time Management
* Strong Interpersonal / Well Developed Staff Coaching Skills
* Strong Written and Verbal Communication Skills
* Strong Team Player

Work Experience

Client Services and Operations Executive
Jun 2011 - Sep 2019 HSBC

* Experience in communication with client via email, phone calls and on-site visit to client office   

* Regular face to face meeting with client to provide assistance on account enquiries and issues  

* Handle customers account operations and payments queries and resolve customer issues on their accounts.

* Evaluate customers’ need and provide customer service options to meet their requirements. 

* Provide guidance to client in completing the forms and documents requirements

* Coordinate with stakeholders and review work processes to improve turnaround time

* Maintain strong repo and good relationship with all stakeholders to expedite resolution of customers’ queries

* Detail oriented in documents review to ensure procedure and regulatory compliance in processing applications.  

* Handles International account opening for overseas client with Group offices

* Handles Domestic account opening for domestic client in Malaysia.

* Provide support / assistance to all branches / group offices on customer enquiries  


Jul 1991 - Jul 1994 Institute of Banks in Malaysia

I am applying for (choose one):


IC Number