Executive - Operations & Customer Service (Business Channels)

Hong Leong Bank; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Job summary

Hong Leong Bank in Kuala Lumpur is seeking an Operations & Customer Service Executive to greet walk-in customers, process transactions, and discuss cross-selling opportunities. You will also be the first point of contact to recommend bank products while maintaining high standards of service and accurate processing.

The role emphasizes handling deposits, withdrawals and remittances, while ensuring branch operations, confidentiality, and adherence to conduct guidelines.

Qualifications

• Fresh graduates with an interest in banking and service roles.
• Strong customer service mindset and cross-selling ability.
• Attention to accuracy and integrity in handling cash and transactions.

Responsibilities

• Engage with walk-in customers for transaction processing and service discussions.
• Recommend bank products and services to customers and upsell where appropriate.
• Provide high levels of customer service and ensure seamless transactions.
• Carry out branch operations, including cash handling and end-of-day balancing.
• Support in sales targets for CASA, cross-selling cards and loans where fit.

Skills

Customer interaction

Cash handling

Sales experience

Communication skills

Integrity & accountability

Education

Fresh graduates welcomed

Tools

I-Pads usage

Job description

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

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. 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.