Executive - Business Channels (Operations & Customer Service

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 (is an advantage)

• 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 (is an advantage)

• FIMM / UT license

• PCE & TBE license