Executive - Business Channels (Operation & Customer Service)

Hong Leong Bank; Banting; On-site; MYR 24,000 - 36,000; Full time

Job summary

Hong Leong Bank is seeking a Customer Service Associate to serve walk-in customers at our branch in Malaysia. You will deliver superior service, drive product awareness, and contribute to CSAT and Mystery Shopping targets while handling everyday transactions

Key responsibilities include achieving CASA and FD growth, cross-selling PL, Credit Cards, Portfolio Sales, and providing accurate cash handling and balancing. Fresh graduates welcome; prior banking exposure is a plus.

Qualifications

• Malaysian citizen.
• Fresh graduates or candidates with relevant work experience welcome.
• Experience in financial institution or related field.
• Basic banking knowledge.
• PCE & TBE license (optional).

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT scores and Mystery Shopping results.
• Carry clear targets for products such as CASA and FD book growth and cross-sell of PL, Credit Cards, Portfolio Sales and ASBF Funding.
• Learn and use iPads/other devices for customer service and cross-selling.
• Assist in calling up customers for service and sales interactions.
• Carry out branch RCSA through sample checking and rectification as applicable.
• Accept and process transactions (deposits, withdrawals, remittances, and other bank products) timely and accurately.
• Over-ride transactions as per bank-defined transaction limits.
• Responsible for branch cash holding and end-of-day cash balancing for Chief Cashier.
• Comply with staff rotation guidelines to mitigate operational risk.
• Attend trainings and file reports as applicable.

Skills

Customer service

Sales & cross-selling

Cash handling

Communication skills

Integrity

Tools

iPad usage

Job description

Sales & Service

• Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results


• Carry clear targets for specific products - CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding and any other product as deemed fit for Branch Ops


• Learn and use I-Pads/other devices (if applicable to branch) for customer service/ cross selling


• Assist in calling up customers for service / sales interactions


• Operations Carry out Branch RCSA through sample checking and effective rectification as applicable


• Accept and process transactions (deposits, withdrawals, Remittances, ANSB and any other products launched by the Bank) in a timely and accurate manner


• Over-ride transactions as per Bank defined transaction limits


• Responsible for overall branch cash holding and end of day cash balancing (applicable for Chief Cashier)


• Comply with staff rotation guidelines through inter-branch/region transfer as part of operational risk mitigation


• Observe and comply with the Bank's Code of Conduct & Ethics


• Other Responsibilities Maintain confidentiality of customers and Bank's information in a responsible manner


• Keep a clean, organized work area and maintain a professional appearance


• Attend all trainings as applicable including e-learning/Workday


• Filing of reports


• Where needed, assist in branch housekeeping activities, including but not limited to moving of carton boxes, retrieving of vouchers from storage, etc


• Carry out other duties as assigned periodically

Requirements

• Education/Qualification Malaysian citizen


• Fresh graduates or candidates with relevant work experience are welcome to apply


• Experience Related working experience in financial institution or related field


• Possess customer interaction / cash handling / transaction processing / sales experience


• Special Skills Basic banking knowledge


• High level of integrity and accountability


• Excellent service mindset and communication skills and cross selling skills


• Professional appearance and courtesy


• Certification/Licensing Requirements (optional) FIMM / UT license


• PCE & TBE license

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.