Assistant, Branch Operations

Principal Malaysia; Kota Kinabalu; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading financial services company in Malaysia seeks an Assistant for Branch Operations in Kota Kinabalu. The role involves managing customer transactions, providing high-quality service, and supporting branch activities. Ideal candidates will possess a relevant degree and have customer service experience, with good communication skills in English and Bahasa Melayu.

Qualifications

• 1-2 years of experience in customer service and front-counter environment.
• Good command of English and Bahasa Melayu; other languages are a plus.
• Pleasant demeanor, team player, self-motivated.

Responsibilities

• Handle applications for Unit Trust and Non-Unit Trust at the counter.
• Address customer inquiries and complaints promptly using the Siebel system.
• Engage in customer retention efforts to maximize investment returns.

Skills

Interpersonal skills

Communication skills

Customer service skills

Education

Degree in Mass Communication / Business Studies / Banking

Job description

At Principal, we invest in what matters. And building dedicated teams is where it all begins. We’re drawn to people who bring outstanding perspectives, passion, and expertise to help us advance the financial security and well-being of our customers. We also aim to transform our growing business and drive positive change in the communities where we live and work.

When we invest in you, and you invest in us, great things happen.

We are looking for an Assistant, Branch Operations in Malaysia who will support with managing branch operations services, transactions and customer service for our Kota Kinabalu branch.

What You'll Do

• Handle Unit Trust and Non-Unit Trust applications at the counter, including sales, redemptions, switching, transfers, and insurance-related services.
• Process agency-related tasks such as registrations, FiMM renewals, and premium item purchases.
• Address customer and consultant enquiries, requests, and complaints promptly, using the Siebel system for escalation when necessary.
• Engage in customer retention efforts and conserve Assets Under Management (AUM) to maximize investment returns.
• Maintain high service standards and ensure accuracy in all front counter operations.
• Manage daily incoming customer calls efficiently and professionally.
• Understand and assess customer needs to ensure satisfaction and provide tailored support.
• Build trust and long-term relationships through open and effective communication.
• Provide accurate information, resolve complaints within time limits, and follow up to ensure resolution.
• Maintain detailed records, follow communication procedures, and go the extra mile to engage customers.

Who You Are

• You are a degree Holder in Mass Communication / Business Studies / Banking or any other related discipline
• You have 1-2 years of experience in customer service and front-counter environment, in the unit trust/insurance/banking industries
• You have good interpersonal, communication skills and a good command of English and Bahasa Melayu. Ability to converse in other languages/dialects will be an added advantage.
• You have a customer service mindset and skills.
• You are pleasant, a team player and self-motivated with positive work attitude.
• You are responsible and have strong self-discipline.

Who We Are

Principal Financial Group is a Fortune 500 global leader in financial services specializing in insurance, retirement, and asset management. We have 18,000 employees and 51 million customers around the world with over $714B in assets under management.