Executive - Business Channels Priority Banking (Operations & Customer Service)

Hong Leong Bank; Malaysia; On-site; MYR 45,000 - 67,000; Full time

Job summary

Hong Leong Bank in Malaysia seeks a Sales & Service professional to deliver top-tier front-line customer service to the PB Segment. You will process financial transactions accurately, support customer experience metrics, and work toward cross-selling targets for selected products.

You will promote HL Online services, comply with internal SOPs and ethics, and assist in reporting PBC sales, while contributing ideas to improve service and customer care at the branch level.

Responsibilities

• Providing superior front-line customer service to PB Segment as required.
• Assist in the management of customer experience (to be reflected in Mystery Shopping & CSAT score) Accept and process Financial Transactions (deposit/withdrawal/transfer, etc) in a timely and accurate manner.
• Required to carry clear cross selling targets for specific products & Financial Services as per current KRA.
• Encourage customers to use HL Online services and to promote PB Services to all eligible PB customers.
• To ensure the procedures related to PB tagging, IBT FD withdrawals and ax banking are strictly complied with.
• To assist in collating RM’s and CM’s PBC Sales reports and participate in Micro Marketing Events after banking hours.
• To be well conversant with the changes of market environment on customer service issues to be able to contribute ideas and feedback to CM/BM for continuous improvement.
• To support the RMs and CM in building business rapport with PB customers and to provide referrals to meet the Centre’s KRA.
• Read, understand and comply with Bank’s internal SOPs as applicable to minimize operational risks.
• Comply with the Bank’s Code of Conduct & Ethics.
• Ensure RCSA is performed diligently as required jointly with branch.
• Responsible for the end of day cash balancing jointly with branch.
• Comply with staff transfer guidelines through inter-branch/region transfer as part of operational risk mitigation.
• Perform branch relief functions as and when required.
• 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 / mandatory training
• Attend regular morning briefing to keep abreast with new / updated guidelines.
• Any other ad-hoc duties assigned from time to time
• Represent HLB in relationship building with community
• Provide support to the Branch Manager/ CSOM / Service Relationship Managers to deliver the expected level of customer service, cross selling (for products applicable) to PB Segment and contribute towards operational control and compliance as specified by the Bank.
• Contribute towards process improvement initiatives.

Job description

Functional (job responsibilities) Sales & Service

• Providing superior front-line customer service to PB Segment as required.
• Assist in the management of customer experience (to be reflected in Mystery Shopping & CSAT score) Accept and process Financial Transactions (deposit/withdrawal/transfer, etc) in a timely and accurate manner.
• Required to carry clear cross selling targets for specific products & Financial Services as per current KRA.
• Encourage customers to use HL Online services and to promote PB Services to all eligible PB customers.
• To ensure the procedures related to PB tagging, IBT FD withdrawals and ax banking are strictly complied with.
• To assist in collating RM’s and CM’s PBC Sales reports and participate in Micro Marketing Events after banking hours.
• To be well conversant with the changes of market environment on customer service issues to be able to contribute ideas and feedback to CM/BM for continuous improvement.
• To support the RMs and CM in building business rapport with PB customers and to provide referrals to meet the Centre’s KRA.

Operations

• Read, understand and comply with Bank’s internal SOPs as applicable to minimize operational risks.
• Comply with the Bank’s Code of Conduct & Ethics.
• Ensure RCSA is performed diligently as required jointly with branch.
• Responsible for the end of day cash balancing jointly with branch.
• Comply with staff transfer guidelines through inter-branch/region transfer as part of operational risk mitigation.
• Perform branch relief functions as and when required.

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 / mandatory training
• Attend regular morning briefing to keep abreast with new / updated guidelines.
• Any other ad-hoc duties assigned from time to time

Organizational (organizational responsibilities)

• Represent HLB in relationship building with community
• Provide support to the Branch Manager/ CSOM / Service Relationship Managers to deliver the expected level of customer service, cross selling (for products applicable) to PB Segment and contribute towards operational control and compliance as specified by the Bank.
• Contribute towards process improvement initiatives.

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.