Executive - Business Channels (Operations & Customer Service)

Hong Leong Bank; Tawau; On-site; MYR 39,000 - 61,000; Full time

Job summary

Hong Leong Bank is seeking a Business Channels Operation & Customer Service Executive to engage with walk-in customers for transactions and drive cross-selling opportunities. You will also be the first point of contact to recommend bank products and ensure high levels of service and seamless transactions.

Key responsibilities include handling deposits and withdrawals, ensuring accuracy and compliance, and supporting branch operations with a strong customer-centric approach.

Qualifications

• Malaysian citizen
• Fresh graduates or candidates with relevant work experience are welcome to apply
• Experience in financial institution or related field
• Customer interaction / cash handling / transaction processing / sales experience
• Basic banking knowledge
• High integrity and accountability
• Excellent service mindset and communication skills with cross selling abilities
• Professional appearance and courtesy
• Optional licensing: FIMM / UT license, PCE & TBE

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT scores
• Carry clear targets for CASA and FD Book growth and account openings, cross selling
• Learn and use I-Pads/other devices for customer service/ cross selling
• Assist in calling up customers for service / sales interactions
• Carry out Branch RCSA through sample checking and effective rectification
• Accept and process transactions (deposits, withdrawals, remittances, etc.) accurately
• Over-ride transactions as per Bank defined transaction limits
• Responsible for overall branch cash holding and end of day cash balancing
• Comply with staff rotation guidelines and Code of Conduct
• Maintain confidentiality of customers and Bank’s information
• Attend trainings and file reports
• Support branch housekeeping as needed

Skills

Customer service

Cross selling

Cash handling

Tools

I-Pads/devices

Job description

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

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
• 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.

Hong Leong Bank (“HLB”) stands proudly as a leading financial services institution based in Malaysia, providing a wide range of comprehensive and innovative financial solutions across the region. These services are delivered through both digital and traditional means, via online and mobile banking, as well as our digital branch concept to provide customers with an efficient and seamless experience aided by technology.

As the service and financial landscape changes rapidly with the ever-increasing use of technology, staying attuned to customers needs and desires becomes even more critical to HLB’s operations. To stay ahead of these dynamic changes, the Bank has adopted the approach of reimagining banking by embedding digital considerations and customer centricity in every aspect of our operations, from products and services as well as customer care and engagement. HLB’s ethos of being Digital-At-The-Core powered by customers-at-the-forefront will continue to lead us to innovate offerings in line with our aspiration of being a highly digital and innovative financial services organization.