Business Channels, Customer Service Executive (Operations & Customer Service)

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Engage with walk-in customers for transaction processing followed by need-based discussions for cross-selling. Recommend the Bank’s products and services to customers and be responsible for high levels of customer service and seamless transactions.

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;
• Learn and use I-Pads/other devices (if applicable) for customer service/cross-selling;
• Perform Meeter-Greeter/Navigator role on a rotational basis;
• Assist in calling up customers for service/sales interactions;
• Step out of the branch to meet customers for service/sales discussions occasionally;
• Support Bank’s Digital Transformation initiatives including Connect Penetration and OTC Transaction migration;
• Accept assignments as required to maintain adequate staffing levels throughout the 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;
• Be on stand-by during weekends for SST activities, as applicable;
• Perform Relief CSOM/2nd Liner functions as applicable;
• Responsible for overall branch cash holding and end-of-day cash balancing (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;
• Keep a clean, organized work area and maintain a professional appearance;
• Attend all trainings as applicable including e-learning/Workday;
• Filing of reports;
• Assist in branch housekeeping activities, including moving of carton boxes, retrieving vouchers from storage, etc.;
• Carry out other duties as assigned periodically.

Managerial Responsibilities

• Supervise clerical/other staff where applicable;
• Support a conducive working environment among team members.

Organizational Responsibilities

• Represent HLB in relationship building with the community;
• Provide support to the Branch Manager/Customer Service and Operations Manager to deliver expected levels of customer service and cross-selling.

Requirements

Education/Qualification

• Degree/Diploma Holder

Experience

• Related working experience in a 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;
• Professional appearance and courtesy.

Certification/Licensing Requirements

• FIMM / UT license;
• PCE & TBE license;

About Hong Leong Bank

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