Executive (Operations & Customer Service)

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

Job summary

A major financial institution in Selangor is looking for an Operation & Customer Service Executive. The role involves engaging with walk-in customers for transaction processing, providing superior customer service, and recommending bank products. Candidates should possess customer interaction, cash handling, and transaction processing experience. This position is ideal for fresh graduates or those with prior experience in the financial sector, emphasizing integrity, professionalism, and strong communication skills. The role offers a dynamic work environment.

Qualifications

• Related working experience in a financial institution or related field.
• Possess customer interaction, cash handling, transaction processing, sales experience.

Responsibilities

• Engage with walk-in customers for transaction processing and sales.
• Provide superior customer service and contribute to customer satisfaction scores.
• Process transactions in a timely and accurate manner.
• Maintain confidentiality of customer and Bank’s information.

Skills

Customer interaction skills

Cross selling skills

Communication skills

Integrity and accountability

Education

Malaysian citizen

Fresh graduates or candidates with relevant work experience

Job description

Overview

The 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.

Responsibilities

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.

Skills & Experience We Are Looking For

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

HLB Careers Link

For more job opportunities, please go to HLB Careers: https://hlb.wd3.myworkdayjobs.com/HLBCareers/

We appreciate your application and will be in touch with shortlisted candidates regarding next steps.