Executive - Personal Financial Services (Operations & Customer Service)-1

Executive - Personal Financial Services (Operations & Customer Service)

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Location: MSG - Mersing
Time Type: Full time
Posted On: 30+ Days Ago
End Date to Apply: May 20, 2025 (30+ days left to apply)
Job Requisition ID: JR0000019771

If you are looking to excel and make a difference, take a closer look at us…

Engage with walk-in customers for transaction processing followed by need-based discussions for cross-selling. Recommend 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 to branch) 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 as applicable;
• Be on stand-by during weekends 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;
• 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;
• 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 expected levels of customer service and contribute to operational control and compliance.

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, communication skills, and cross-selling skills.

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.

Realise your full potential at Hong Leong Bank by applying now.