Executive, Operations & Customer Service (Inanam, Kota Kinabalu)

The Executive, Operations & Customer Service will engage with walk-in customers for transaction processing followed by need-based discussions with customers for cross-selling. Day-to-day duties will include recommending the Bank’s products and services to customers and ensuring high levels of customer service and seamless transactions.

Functional (job responsibilities):

A) Sales & Service

1. Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
2. Carry and achieve 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;
3. Support Bank’s Digital Transformation initiatives including Connect Penetration and OTC Transaction migration;

B) Operations

1. Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products launched by the Bank) in a timely and accurate manner;
2. Over-ride transactions as per Bank defined transaction limits;
3. Responsible for overall branch cash holding and end of day cash balancing (applicable for Chief Cashier duties);

Managerial (team/group responsibilities)

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

Organizational (organizational responsibilities)

1. Represent HLB in relationship building with the community;
2. 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

1. Malaysian citizen
2. Degree/Diploma Holder

Experience

1. Related working experience in financial institution or related field
2. Possess customer interaction / cash handling / transaction processing / sales experience

Special Skills

1. Basic banking knowledge
2. High level of integrity and accountability
3. Excellent service mindset and communication skills and cross-selling skills
4. Professional appearance and courtesy

Certification/Licensing Requirements (optional)

1. FIMM / UT license
2. PCE & TBE license

What’s next:

1. Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
2. Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

HLB Careers Link:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/INM-INANAM-BR/Business-Channel--Operations---Customer-Service-_JR0000019204

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/