Executive - Business Channels (Operations & Customer Service)

Hong Leong Bank Berhad; Malacca City; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Business Channels Operation & Customer Service Executive. This role involves engaging with customers for transaction processing and cross-selling banking products. Candidates are expected to provide superior customer service while maintaining high satisfaction levels. Fresh graduates and individuals with relevant experience are welcome to apply. Strong communication skills, banking knowledge, and integrity are essential. This position is primarily located in Malacca City, Malaysia.

Qualifications

• Relevant working experience in financial institution or related field.
• Customer interaction, cash handling, transaction processing, and sales experience are preferred.

Responsibilities

• Engage with walk-in customers for transaction processing.
• Recommend Bank’s products and services to customers.
• Provide superior customer service and contribute to CSAT scores.
• Carry out Branch RCSA through sample checking.

Skills

Excellent service mindset and communication skills

High level of integrity and accountability

Basic banking knowledge

Education

Malaysian citizen

Fresh graduates or candidates with relevant work experience

Job description

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

Business Channels Operation & Customer Service Executive

The Business Channels 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

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

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.

Realise your full potential at Hong Leong Bank by applying now.