Executive - Branch Operations & Customer Experience

Hong Leong Bank; Kuala Lumpur; On-site; MYR 40,000 - 80,000; Full time

Job summary

Hong Leong Bank is seeking an Executive for Business Channels (Operations & Customer Service) in Kuala Lumpur. The role focuses on delivering exceptional customer service to walk-in clients, driving cross-sell of CASA, FD and card products, and handling branch transactions with accuracy.

Responsibilities include ensuring service quality, supporting digital transformation initiatives, and maintaining compliance with SOPs.

Qualifications

• Degree or Diploma holder required.
• Experience in customer interaction, cash handling and transaction processing advantageous.
• Strong service mindset with cross-selling ability and professional appearance.

Responsibilities

• Engage with walk-in customers for transaction processing and cross-selling.
• Provide superior customer service to achieve CSAT targets and participate in Mystery Shopping.
• Handle deposits, withdrawals, remittances and other branch transactions accurately and on time.
• Support branch digital initiatives and assist in guiding customers to digital channels.
• Supervise clerical staff where applicable and assist Branch Manager with service delivery.

Skills

Customer service

Cross selling

Cash handling

Transaction processing

Sales experience

Communication skills

Integrity & accountability

Education

Degree/Diploma Holder

Tools

I-Pads

Job description

Hong Leong Bank is seeking an Executive for Business Channels (Operations & Customer Service) in Kuala Lumpur. The role focuses on delivering exceptional customer service to walk-in clients, driving cross-sell of CASA, FD and card products, and handling branch transactions with accuracy.

Responsibilities include ensuring service quality, supporting digital transformation initiatives, and maintaining compliance with SOPs.