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- Customer Service Charter
Customer Service Charter
At Hong Leong Bank, we are committed to building a trustworthy and long lasting relationship with you, our customer. As we aim towards being a highly digital and innovative ASEAN financial services company, we strive to deliver banking experiences that are fair, simple, personalized and pro-active - a banking experience that is built around you.
This Customer Service Charter outlines our commitments, the standards of service you can expect from us and the various ways to get in touch with us.
As we work towards improving our standards of service, we aim to provide efficient and effective services to our customers. To this end, we have set out service time frames within which you, as our customer, can expect us to deliver the respective services better.
KEY PILLAR
We will continuously work towards improving the standards of service and our bank’s relationship with you will be guided by the following key pillars:
| I. Know our customer |
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We aim to personalize your experience by understanding you as an individual and your needs. This allows us to:
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Commitment |
Target/Goal | |
| 1 | We strive to help you find the right products and services that suit your needs. | a. Our knowledgeable staff will be available to serve you. b. The information that we gather from you, which may include any banking form(s) that you have filled up and/or supporting documents provided by you, would help us to get to know you better. |
II. Timely and efficient service Service Level Target – 80% of customers are served within expected service level |
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We aim to deliver reliable banking experiences by:
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Commitment |
Target/Goal | |
| 1 | We strive to set a clear expectation on time taken for various services. |
a. Information on time taken to deliver services to you is made through various channels (ie branch / brochures / Contact Center / website) |
| 2 | We strive to serve you promptly at our branches. | Customer Waiting Time:
Customer Serving Time:
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| 3 | We strive to attend to your account application at our branches. | Account Application Turnaround Time (From full documents and information received). a. Open Basic Savings Account
b. Open Basic Current Account
c. Close Account Turnaround Time
Note: The time taken as stated above does not include the time that we need to take as part of the onboarding process. We will also take time to introduce to you to our bank’s products and services d. Issuance of Visa Debit Card:
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| 4 | We strive to efficiently attend to banking transactions. | a. Outward cut off times for remittance application submission as follows: * At Branch counter service:
* Loan disbursement:
b. Internet banking via Connect Biz:
Note: - Before cut off time: processed on the same day. - After cut off time: processed on next working day. (*) : Payment must be informed 1 day prior to value date |
| 5 | We strive to process your product applications efficiently | Product Application Turnaround Time
(*) Applicable for applications with full and complete document received by HLBVN |
| 6 | We strive to attend to your enquiries and requests promptly. |
a. HLB Contact Center We aim to resolve your enquiries within your first call. However, if a follow up is required, we aim to respond within 3 working days from date of 1st call for Non-complex Enquiry. Where enquiry is complex, we will respond in a reasonable timeframe according to our internal policy and keep the customer updated. Note: Non-Complex enquiry refers to straight forward request. Complex enquiry may involve escalations that may need to be referred to our support teams for further action.
b. Written (Email, letter and Social Media)
i. We will issue an acknowledgement response within 3 working days provided that the email is addressed to ask@hlbvn.hongleong.com ii. We will respond within 3 working days from date of receipt if enquiry is not complex. iii. Where enquiry is complex, we will provide a reasonable timeframe according to our internal policy and keep you updated.
i. We will respond within 3 working days from the date of receipt if enquiry is not complex. ii. Where enquiry is complex, we will respond in a reasonable timeframe according to our internal policy and keep you updated.
i. We will respond you within 1 working day from the time of receipt. ii. For resolution: - We will resolve within 3 working days from the time of receipt if enquiry is not complex. - Where inquiry is complex, we will provide a reasonable timeframe and keep you updated accordingly. |
| III. Fair, Transparent and personable service | ||
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We commit to conduct all our business dealings with you in a fair and transparent manner by:
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Commitment |
Target/Goal | |
| 1 | We are open and transparent in our dealings. | a. You may obtain the following information from our branches, contact center as well as our Hong Leong Bank Viet Nam website at www.hlbank.com.vn
b. We are committed to provide you with fair and accurate information. This includes ensuring that all product information e.g. Terms and Conditions are, as far as possible, in plain language. No alteration of terms and conditions will be made without prior notification to you. |
| 2 | Our staff are trained to have adequate knowledge to assist and advise you on banking products and services. | a. Our service and sales personnel are knowledgeable about Bank’s products and services. b. We will disclose and highlight critical terms of the product features, fees and charges, risks and benefits in a clear and concise manner c. We will provide you with all the relevant information in a product disclosure sheet before you commit to any decision d. We will conduct our sales, advertising and marketing of our financial services and products with integrity |
| 3 | We strive to provide you a personable service | a. We will exercise due care, skill and diligence from understanding your individual needs to advising you on banking products and service. b. We will provide you with explanations in simple language and provide options that meet your needs. c. We will offer you products and services that are relevant to your requirements and financial needs. d. We aim to deliver a delightful service experience that fulfils your financial aspirations. |
| IV. Banking made accessible | ||
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We aim to make banking experiences convenient and easily accessible through a variety of channels |
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Commitment |
Target/Goal | |
| 1 | Our physical and digital channels are easily accessible. | We are here for you, easily accessible at your convenience via our various communication channels available to you. a. Our branch network of 2 branches locally. b. Call Centre at - 1900633068: Within Vietnam - (+84 28) 73008100: Overseas
c. Website at www.hlbank.com.vn . d. Internet Banking and Hong Leong Mobile Banking application. |
| 2 | We provide customers with efficient services via our virtual platforms outside of normal banking hours. | We strive to serve our customers by ensuring that our virtual channels meet the following target service levels a. Contact Centre – at least 80% calls are to be answered within 20 seconds. b. Internet and Mobile Banking (service uptime / month) – 99%”. |
| 3 | We inform customers on the various options for more convenient banking. | We invite you to enjoy our products and services by: a. Engaging our personnel at both branches and Contact Center. b. Reading up on our latest campaigns and promotions. c. Visiting our Hong Leong Bank Viet Nam website. d. Accessing and experiencing our Internet Banking and Hong Leong Mobile Banking Application. |
Please feel free to share your thoughts through any of the following channels:
HLBVN Branches
E-mail: voc@hlbvn.hongleong.com
Telephone:
- Phone line at HCMC (+84 28) 6299 8100 - HN (+84 24) 6271030
- PB Concierge line at HCMC (+84 28) 6299 8111 - HN (+84 24) 6271 0303
Mall in Correspondence: Customer Experience Management
Hong Leong Bank Vietnam Limited: Level 1 Centec Tower, 72-74 Nguyen Thi Minh Khai, Xuan Hoa Ward, HCMC, Vietnam