Service & Operations Executive - Butterworth

Job Purpose

• Responsible for processing and handling day-to-day transactions of the branch as well as ensuring service quality standards in the branch are met in line with the Bank's strategic objectives.
• Responsible as relief in absent of Service & Operations Manager (SOM).
• Responsible as Chief Cashier/Relief Chief Cashier in the branch to manage daily branch's cash holdings, balancing, loading of Self-Service-Terminals (SST) and transactions.
• Responsible for handling and supporting first line resolution of enquires and complaints.
• Support the Service & Operations Manager (SOM) in driving branch business growth, monitoring asset quality and maintaining service delivery standards.

Key Responsibilities

• Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers

• Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services which include and not limited to: -

• Deal face-to-face with customers.

• Respond promptly to customer's inquiries regarding basic info of all products of the Bank.
• Lodge all service-related customer complaints to CRM; handle and resolve complaints.
• Process customer's request and applications.

• Escalate requests and unresolved issues to higher authorities.

• Chief Cashier / Relief Chief Cashier

• Manage all cash transactions of the branch, which include and not limited to: -

• Accepting and counting of bulk cash.

• Overall balancing of branch cash.
• Perform checking on cash vouchers.
• Loading and unloading Self-Service-Terminals (SST)

• Manage Cash in Transit as when required

• When required, provide OVER-THE-COUNTER TRANSACTION SOLUTIONS to customers

• Perform various tasks at the counter whereby the main counter transactions involve receiving payments in the form of cash or cheques from customers, paying out cash to customers from their accounts in accordance to the standard operating procedures/policies/guidelines including but not limited to:

• Greet and acknowledge each customer.

• Deliver accurate, quick and efficient over-the-counter transaction solutions while maintaining the balance between transaction time and customer's needs.
• Accept cash and cheques for deposit and check accuracy of transaction processed.
• Process cash withdrawals.
• Perform specialized tasks such as preparing cashier's order, process money orders, cheque books, open new accounts and other banking related transactions.
• Receive and verify loan payments, mortgage payments and utility bill payments.

KEY RESPONSIBIITIES (cont'd)
KEY RESPONSIBIITIES (cont'd)

• Attempt to resolve issues and problems with regards to customer's account.
• Follow-up on customer's requests and applications.

• Identify and investigate transactions discrepancy.

• Offer SOLUTIONS to customer issues which includes but not limited to: -

• Resolve customer issues by analyzing the problem and offer timely, relevant and logical solutions to various issues faced by customers with regards to customer's account, transaction related and other banking related matters. Seek and utilize all available resources and alternatives when faced with difficulties and challenges beyond the work scope.

• Embrace cross-sell by IDENTIFYING CUSTOMER'S NEEDS and MATCHING those needs with the right products and services

• Engage customers by introducing and recommending various Bank's products and services that are relevant to their needs including but not limited to: -

• Learn and familiarize yourself with various products and services that the Bank offers.

• Explain and promote Bank's products and services that are relevant to the customer.
• Assist branch efforts in franchise building namely soliciting for deposits and referral of Bank's products.
• To participate actively in cross-selling & referrals
• Customer Base & Deposit Growth
• Increase average deposit growth for PB/AP/MM customers
• CASA/FD/SDB Account Opening

• Upgrading of PB/AP customers

• Ensure COMPLIANCE to the Bank's and Regulatory Standard Operating Procedures (SOP)/Policies/Guidelines

• Comply with the Bank's and Regulatory standard operating procedures/policies/guidelines including but not limited to: -

• Record all transactions promptly, accurately and in compliance with Bank's procedures.

• Depositing and payment to/from customers are in accordance to SOP
• Balance currency, cash and cheques in cash drawer or in custody/control at end of each day.
• Check and ensure that all over-the-counter transactions are balanced and accounted for accordingly.
• Record details of inquiries, comments and complaints in the CRM systems where applicable.
• Manage all administrative matters timely and accurately.

• Maintain a neat, tidy and orderly work area.

• Others

• To support the Service & Operations Manager and Branch Manager/PB Hub Manager in ensuring regulatory compliance, making every effort to enhance the image of the Bank and representing the Bank in the community. This is to be read in tandem with incumbent's job objectives.

• To support franchise / business growth initiatives and any other assignments as and when required.

NOTE: Job Descriptions are subject to change at the discretion of Group Human Resource and/or the relevant Business Unit/Department as required.
KEY RELATIONS (INTERNAL & EXTERNAL)
Working Relations
Regular Contacts Internal

• Various departments and stakeholders in Head Office

External

• Customers
• Vendors

Nature of Purpose

• Daily Bank operations
• Banking transaction
• Bank maintenance / operation
• Sales referrals and Service Quality
• Service Standards/Complaint Management
• Customer Service

CONTRIBUTES TO

• Ensure optimum productivity of team members.
• Ensure branch deliver excellent customer experience.
• Increased Customer Base & Deposit Growth
• Referrals & Cross-selling
• Increase productivity, efficiency and accuracy of branch operations.
• Compliance to Operation Risk.

AUTHORITIES

• Approval Authority Limit – Authority for handling/processing day-to-day transactions/operations of the branch in accordance to prevailing Approval Authority Matrix

Skills
EXPERIENCE/KNOWLEDGE
REQUIRED

• Customer Service Oriented
• Good Communication Skills
• Good Interpersonal & Time Management Skills
• Initiative / Quality Focused & Teamwork

Qualification

• Minimum SPM preferably credit in language subjects (BM & English) and Mathematics.

Experience

• Relevant experience in clerical, office administrative, cash handling function, sales or customer service

SCOPE/ MEASUREMENT
Key Performance Indicator

• Refer to scorecard

Area of responsibility

• To meet the Bank's overall strategic priorities.