Executive - Business Channels (Operations & Customer Service)

Hong Leong Bank; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A major banking institution is seeking an Executive for Business Channels focusing on Operations and Customer Service in Kuala Lumpur. The role involves providing exceptional customer service, assisting in sales interactions, and supporting Digital Transformation initiatives. Ideal candidates should have relevant experience in the financial sector, excellent communication skills, and a customer-focused mindset. This position offers opportunities for growth and development within the branch network.

Qualifications

• Related working experience in financial institution or related field is required.
• Possess customer interaction, cash handling, transaction processing, and sales experience.

Responsibilities

• Provide superior customer service and achieve CSAT and Mystery Shopping targets.
• Assist in sales interactions and support Digital Transformation initiatives.
• Supervise clerical / other staff where applicable.

Skills

Customer service

Cross selling

Banking knowledge

Integrity and accountability

Communication skills

Job description

Executive - Business Channels (Operations & Customer Service)

Key Responsibilities and Accountabilities

• 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;
• Perform Meeter-Greeter/Navigator role on rotational basis / as applicable;
• Assist in calling up customers for service / sales interactions;
• Step out of the branch to meet customers for service / sales discussions occasionally / as applicable;
• Support Bank’s Digital Transformation initiatives including Connect Penetration and OTC Transaction migration;
• Accept assignments as required to maintain adequate staffing levels throughout branch network;

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;
• Read, understand and comply with Bank’s internal SOPs as applicable;
• Be on stand-by during weekend for SST activities, as and when applicable;
• Perform Relief CSOM/2nd Liner functions as and when applicable;
• 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.

Managerial (team/group responsibilities)

• Supervise clerical / other staff where applicable;
• Support a conducive working environment among team members.

Organizational (organizational responsibilities)

• 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

Education/Qualification

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

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