Senior Executive - Business Channels (Operations & Customer Service)

Hong Leong Bank Berhad; Sabah; On-site; MYR 30,000 - 50,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia is seeking individuals to provide exceptional customer service to walk-in customers, process transactions, and recommend bank products. Candidates should possess a degree or diploma, alongside experience in financial interactions and sales.

The role involves achieving targets for products like CASA and credit cards, utilizing devices for service, and supporting the bank's digital initiatives, contributing to a high level of customer satisfaction.

Qualifications

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

Responsibilities

• Provide superior customer service to walk-in customers.
• Carry clear targets for specific products.
• Assist in calling up customers for service/sales interactions.
• Accept and process transactions in a timely and accurate manner.
• Maintain confidentiality of customers and bank's information.

Skills

Basic banking knowledge

Excellent service mindset

Communication skills

Cross selling skills

Professional appearance

Integrity and accountability

Education

Degree/Diploma Holder

Job description

If you are looking to excel and make a difference, take a closer look at us. Engage with walk-in customers for transaction processing followed by need-based discussion with customers for cross selling. Recommend Bank’s products and services to customers and be responsible for high levels of Customer service and seamless transactions.

Key Responsibilities And Accountabilities

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
• 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 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

• Degree/Diploma Holder

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 accountabilityExcellent service mindset and communication skills and cross selling skills
• Professional appearance and courtesy

Certification/Licensing Requirements

• FIMM / UT license
• PCE & TBE license