Executive - Business Channels (Operations & Customer Service)

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Key Responsibilities and Accountabilities

Sales & Service- Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;- Carry clear targets for specific products - CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops;- Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling;- Perform Meeter-Greeter/Navigator role on rotational basis / as applicable;- Assist in calling up customers for service / sales interactions;- Step out of the branch to meet customers for service / sales discussions occasionally / as applicable;- Support Bank’s Digital Transformation initiatives including Connect Penetration and OTC Transaction migration;- Accept assignments as required to maintain adequate staffing levels throughout branch network;

Operations- Carry out Branch RCSA through sample checking and effective rectification as applicable;- Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products launched by the Bank) in a timely and accurate manner;- Over-ride transactions as per Bank defined transaction limits;- Read, understand and comply with Bank’s internal SOPs as applicable;- Be on stand-by during weekend for SST activities, as and when applicable;- Perform Relief CSOM/2nd Liner functions as and when applicable;- Responsible for overall branch cash holding and end of day cash balancing (applicable for Chief Cashier);- Comply with staff rotation guidelines through inter-branch/region transfer as part of operational risk mitigation;- Observe and comply with the Bank’s Code of Conduct & Ethics;

Other Responsibilities- Maintain confidentiality of customers and Bank’s information in a responsible manner;- Keep a clean, organized work area and maintain a professional appearance;- Attend all trainings as applicable including e-learning/Workday;- Filing of reports;.- Where needed, assist in branch housekeeping activities, including but not limited to moving of carton boxes, retrieving of vouchers from storage, etc;- Carry out other duties as assigned periodically.

Managerial (team/group responsibilities)- Supervise clerical / other staff where applicable;- Support a conducive working environment among team members.

Organizational (organizational responsibilities)- Represent HLB in relationship building with the community’- Provide support to the Branch Manager/Customer Service and Operations Manager to deliver the expected levels of customer service, cross-selling (for products applicable) and contribute to operational control and compliance as specified by the Bank.

Requirements

Education/Qualification- Degree/Diploma Holder

Experience- Related working experience in financial institution or related field- Possess customer interaction / cash handling / transaction processing / sales experience

Special Skills- Basic banking knowledge- High level of integrity and accountability- Excellent service mindset and communication skills and cross selling skills- Professional appearance and courtesy

Certification/Licensing Requirements- FIMM / UT license- PCE & TBE license
- About Hong Leong Bank_
- We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China._