Branch Service Executive

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Customer Service Management

Greet and assist customers with their inquiries and transactions. Provide accurate and prompt information about products and services offered by RHB. Support implementation of customer service initiatives within the Branch. Maintain high standards of customer service quality and consistency by adhering to Retail Banking service and operational guidelines as well as effective use of customer service tools and technologies. Collaborate with internal stakeholders such as the Product team from various departments and operations to address customer needs and improve service delivery.

Complaint Management

Ensure complaints and issues highlighted by customers are resolved timely. Escalate complex or sensitive customer issues/complaints to the Supervisor for immediate attention and resolution. Collaborate with internal stakeholders to ensure issues/complaints are resolved promptly.

Branch Operations

Support the daily operations of the branch and other branches (in the event of inadequate resources) to ensure smooth functioning which includes the following activities:

• Verify customer’s identification and ensure proper authorization and documentation for any transaction requests.
• Handle cash management tasks including deposits, withdrawals, and reconciliations.
• Account Opening.
• Maintain accurate records and documentation for all transactions.
• Any other activities prescribed in the Branch Operational Manual.

Collaborate with other branch staff and sales teams to ensure efficient operations and excellent customer service.

Regulatory Compliance and Risk Management

Ensure compliance with regulatory requirements, risk management protocols, and internal bank procedures within the branch.

Qualifications

• Degree or professional qualification in banking-related disciplines.
• Strong interpersonal and communication skills.
• High level of customer service orientation.
• High level of accuracy and attention to detail.
• Proficient in using computer systems and software applications (e.g. Microsoft Windows, Microsoft Office, etc.).
• Awareness of relevant laws and regulations relating to Branch Banking.

Seniority level

Entry level

Employment type

Full-time

Job function

Other

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