Executive - Business Channel (Operations & Customer Service)

Hong Leong Bank; West Coast Division; On-site; MYR 39,000 - 61,000; Full time

Job summary

Hong Leong Bank is seeking an attentive Customer Service professional for its Malaysia branches. The role focuses on providing superior service to customers, achieving sales targets, and supporting daily branch operations.

The candidate will handle deposits, withdrawals, remittances, and cash balancing while contributing to digital transformation efforts and customer engagement initiatives.

Qualifications

• Diploma holder or higher is required.
• Experience in financial institution/branch operations is preferred.
• Ability to interact with customers and handle cash accurately.

Responsibilities

• Provide excellent customer service and promote bank products.
• Manage branch queue and support service levels.
• Process deposits, withdrawals, remittances and other bank products.
• Maintain cash balancing and perform end-of-day cash handling.
• Assist in sales calls and branch outreach to customers.
• Support digital transformation initiatives and reporting.

Skills

Customer interaction

Cash handling

Transaction processing

Sales experience

Education

Diploma or equivalent

Job description

Sales & Service

• Providing superior service to branch customers and cross selling of bank products as applicable
• Required to carry clear sales targets for specific products
• Assist in the management of branch queue time as per the Bank’s approved Service Level Agreement
• Learning and using I-Pads/other devices (if applicable to branch) for customers service/ cross selling
• Perform Meeter-Greeter/Navigator role on rotational basis / as applicable
• Assist in calling up customers for service / sales interactions
• Stepping out of the branch to meet customers for service / sales discussions occasionally / as applicable
• Support Bank’s Digital Transformation initiatives
• Accepting assignments as required to maintain adequate staffing levels throughout branch network within the Region.

Operations

• Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products launched by the Bank from time to time) in a timely and accurate manner.
• Over-riding of transactions.
• Perform Self-Audit Check diligently as required
• Comply to Bank’s internal SOPs as applicable
• On stand-by during weekend for SST activities / as applicable
• Perform Relief CSOM functions / as applicable
• Responsible for overall branch cash holding and end of day cash balancing (applicable for Chief Cashier)
• Comply to staff rotation guidelines through inter-branch/region transfer as part of operational risk mitigation
• Observe the Bank’s Code of Conduct & Ethics

Other Responsibilities

• Maintaining confidentiality of customers and Bank’s information in a responsible manner
• Keeping a clean, organized work area and maintain a professional appearance
• Attending all trainings as applicable including e-learning/Smart-up
• Filing of reports
• Occasionally help in branch housekeeping activities, including but not limited to moving of carton boxes, retrieving of vouchers from storage, etc.
• Carrying out other duties as assigned periodically.

Managerial

• Supervise clerical staff where applicable
• Support a conducive working environment among team members
• Organizational Represent HLB in relationship building with the community
• Provide support to the Branch Manager/Customer Service and Operations Manager to deliver the expected levels of Customer Service, Cross Selling (for products applicable) and contribute to Operational control and compliance as specified by the Bank.

Requirements

• Minimum diploma holder and above
• Related working experience in Financial Institution or related field
• Possess Customer interaction / cash handling / transaction processing / sales experience

Licensing Requirements

• FIMM / UT license, PCE & TBE licenses

About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage. Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers. Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

We seek to strike a balance between diversity, inclusion and merit to achieve our mission of infusing diversity in thinking and skillsets into our organisation. Candidates are assessed based on merit and potential, in line with our mission to attract and recruit the best talent available.

Expanding on our “Digital at the Core” ethos, we are progressively digitising the employee journey and experience to provide a strong foundation for our people to drive life-long learning, achieve their career aspirations and grow talent from within our organisation.

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.