Executive, Operation - Customer Service

Hong Leong Bank; Shah Alam; On-site; MYR 39,000 - 58,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a Branch Operations professional to deliver exceptional customer service at the walk‑in desk, meet CSAT targets, and assist with digital transformation initiatives across the branch network.

Responsibilities include handling deposits/withdrawals, product cross‑selling, and supporting a professional, organized branch with supervisory duties where needed; integrity and service mindset are essential.

Qualifications

• Related working experience in financial institution or related field.
• Possess customer interaction, cash handling, transaction processing, and sales experience.
• Basic banking knowledge; high integrity and accountability.
• Excellent service mindset, communication skills and cross-selling skills.

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT targets.
• Carry clear targets for products – CASA, FD, cross selling of PL, Credit Cards and other products.
• Learn and use I-Pads/other devices for customer service and cross selling.
• Perform Meeter-Greeter/Navigator role on rotation and assist in service calls.
• Support Bank's Digital Transformation initiatives including Connect Penetration and OTC migration.
• Maintain adequate staffing levels and ensure operations across branch network.

Skills

Customer service

Cash handling

Sales experience

Cross selling

Communication skills

Professional appearance

Education

Degree/Diploma Holder

Job description

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Responsibility

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

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 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

• 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 accountability
• Excellent service mindset and communication skills and cross selling skills
• Professional appearance and courtesy

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.