Branch Experience Lead - Privilege Banking Services

UOB; Johor; On-site; MYR 36,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd is hiring for branch operations across three locations in the Southern region of Malaysia and Greater Kuala Lumpur. The role involves managing walk-in traffic, overseeing the customer journey, and handling inquiries on banking products with prompt follow-up.

Responsibilities include promoting digital banking adoption, assisting customers with digital navigation, resolving complaints and disputes, and processing frontline transactions.

Qualifications

• Recognised degree in any discipline.
• Minimum 2 years’ experience in branch or banking operations.
• Strong customer service mindset and communication skills.

Responsibilities

• Manage walk-in traffic and crowd control at the branch.
• Oversee end-to-end customer journey and ensure service standards are met.
• Handle customer enquiries on banking products and services with proper follow-up.
• Promote and support digital banking adoption, including PIB/TMRW enquiries.
• Assist customers with digital banking navigation and issue resolution.
• Investigate and elevate customer complaints, fraud, and dispute cases.
• Drive branch service initiatives, campaigns, and service culture engagement.
• Conduct service-related briefings and staff updates.
• Process and authorize frontline banking transactions (e.g. fund transfers, TT, RENTAS, PDCR).
• Perform callback confirmations, account opening, and Safe Deposit Box access.
• Manage EWF handling, off-site AO processing, and FD maintenance.
• Oversee administrative duties including centre upkeep, billing, inventory, and document management.

Skills

Customer service

Team collaboration

Interpersonal communication

Problem solving

Education

Recognised Degree

Job description

United Overseas Bank (Malaysia) Bhd is hiring for branch operations across three locations in the Southern region of Malaysia and Greater Kuala Lumpur. The role involves managing walk-in traffic, overseeing the customer journey, and handling inquiries on banking products with prompt follow-up.

Responsibilities include promoting digital banking adoption, assisting customers with digital navigation, resolving complaints and disputes, and processing frontline transactions.