Executive - Business Channels (Operations & Customer Service)

Hong Leong Bank Berhad; Kampung Malaysia Tambahan; On-site; MYR 33,000 - 51,000; Full time

Job summary

Hong Leong Bank Berhad is seeking a Customer Service and Sales Associate for our Malaysia branches. You will deliver outstanding service to walk-in customers, meet product targets, and assist in cross selling across CASA, FD, PL, credit cards and portfolios.

You will process transactions accurately, balance cash, and participate in branch risk controls while maintaining a professional appearance and compliance with bank policies.

Qualifications

• Malaysian citizen.
• Fresh graduates or candidates with relevant work experience are welcome to apply.
• Related working experience in financial institution or related field is preferred.
• Possess customer interaction / cash handling / transaction processing / sales experience.

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT and Mystery Shopping results.
• Carry clear targets for products – CASA and FD growth, account opening, cross selling of PL, Credit Cards, Portfolio Sales and funding.
• Learn and use I-Pads/other devices for customer service and cross selling; assist in customer calls for service/sales interactions.
• Carry out Branch RCSA through sample checking and effective rectification.
• Process transactions (deposits, withdrawals, remittances) accurately and timely; over-ride transactions per bank limits.
• Manage branch cash holdings and end-of-day balancing (for Chief Cashier).
• Comply with Code of Conduct & Ethics and staff rotation guidelines; maintain confidentiality.
• Attend trainings and complete required reports; assist in branch housekeeping as needed.

Skills

Customer service

Cross selling

Communication skills

Cash handling

Education

Fresh graduates welcome

STPM / Diploma or equivalent

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.