Customer Service Banking Specialist

1 week ago


Batu Pahat, Johor, Malaysia Hong Leong Bank Full time
Job Description:
  • We are looking for individuals to provide exceptional customer support to a team of Priority Banking (PB) Relationship Managers (RM) in attending PB customers at Priority Banking Center on various banking transaction needs & service related matters.
  • The role requires managing client service satisfaction-related aspects for their organizations, which involves providing support and resolution for customer concerns.

Responsibilities include:

  1. Taking ownership of customers' issues from enquiries to complaints and following problems through to resolution.
  2. Maintaining quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
  3. Taking the extra mile to engage customers and build sustainable relationships and trust with customers.
  4. Ensuring walk-in PB customers are attended in a timely & accurate manner.
  5. Sharing information on Campaign or current promotion with customers & cross-selling products such as Credit Card, SMF, etc.
  6. Sales referral to RMs on PB upgrade and investment products. (ensuring compliance with NCNS policy - only perform referral, unless FIMM/IPPC/BANCA license has been obtained).
  7. Ensuring documents/forms submitted by RMs are checked thoroughly so that risk & compliance requirements (AML / FATCA & CRS / FEAR, etc) are met.
  8. Ensuring call back is performed to customers on confirmation of sales and banking transaction.
  9. Being responsible for the upkeep of the Priority Banking Center (PBC) and ensuring all facilities, equipment and stationeries are sufficiently provided.
  10. Developing and carrying out an efficient documentation and filing system to ensure all important documentation are organized and up-to-date.
  11. Meeting personal / PBC team sales and service targets.


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