Executive - Business Channels (Operations & Customer Service)

HLB; Kajang; On-site; MYR 36,000 - 60,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a Personal Financial Services Operation & Customer Service Executive to engage walk-in customers for transactions and provide need-based discussions for cross-selling. You will be the first contact to recommend bank products and ensure high levels of service.

Responsibilities include handling deposits and withdrawals, processing transactions accurately, and supporting branch operations while maintaining confidentiality and a professional demeanor.

Qualifications

• Malaysian citizen with right to work in Malaysia.
• Fresh graduates or candidates with relevant work experience are welcome to apply.
• Experience in customer service, cash handling or sales is preferred.
• Good communication skills and ability to work in a branch setting.

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT targets.
• Process transactions accurately and ensure end-of-day cash balancing.
• Assist in cross-selling of bank products and services to customers.
• Learn and use devices for customer service and sales when applicable.
• Maintain confidentiality and a professional appearance at all times.
• Attend trainings and keep records updated.

Skills

Banking knowledge

Integrity and accountability

Service mindset

Communication skills

Cross selling skills

Professional appearance

Education

Malaysian citizen

Fresh graduates welcome

Job description

If you are looking to excel and make a difference, take a closer look at us…

If you are looking to excel and make a difference, take a closer look at us…

The Personal Financial Services Operation & Customer Service Executive’s key responsibility is to engage with walk-in customers for transaction processing followed by need based discussion with customers for cross selling. Additionally you will also be the first point of contact to recommend Bank’s products and services to customers and be responsible for high levels of Customer service and seamless transactions.

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 ourmission of infusing diversity in thinking and skillsets into our organisation.Candidatesare 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.