Branch Service Lead: Customer Experience & Digital Banking

United Overseas Bank; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

United Overseas Bank (Malaysia) Bhd, a leading ASEAN bank, seeks a branch operations professional in Kuala Lumpur to manage walk-in traffic, oversee customer journeys, and ensure service standards are met. You will handle banking product inquiries, promote digital banking, and resolve issues.

The role requires a recognized degree and at least 2 years in branch or banking operations, with a strong customer service mindset and teamwork capabilities.

Qualifications

• Recognized Degree in any discipline.
• Minimum 2 years' experience in branch or banking operations.
• Strong customer service mindset with a passion for meeting and exceeding customer expectations.
• Strong team player with collaborative mindset.
• Effective interpersonal and communication skills.
• Customer-focused with service excellence orientation.

Responsibilities

• Manage walk-in traffic and overall 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 player

Interpersonal skills

Communication skills

Problem solving

Education

Bachelor's degree

Job description

United Overseas Bank (Malaysia) Bhd, a leading ASEAN bank, seeks a branch operations professional in Kuala Lumpur to manage walk-in traffic, oversee customer journeys, and ensure service standards are met. You will handle banking product inquiries, promote digital banking, and resolve issues.

The role requires a recognized degree and at least 2 years in branch or banking operations, with a strong customer service mindset and teamwork capabilities.