Executive - Operations & Customer Services (Business Channels)

Hong Leong Bank; Alor Setar; On-site; MYR 24,000 - 36,000; Full time

Job summary

Hong Leong Bank in Malaysia is seeking a Branch Sales & Service professional. You will provide superior service to walk-in customers, meet product targets, and engage in cross-selling across CASA, FD, PL, Credit Cards and funding solutions.

You will use iPads for service and sales, while handling transactions and maintaining branch operations with integrity. Fresh graduates are welcome; basic banking knowledge and strong communication skills are required.

Qualifications

• Malaysian citizen; fresh graduates or candidates with relevant work experience welcome.
• Experience in customer service, cash handling, sales or financial services is advantageous.
• Basic banking knowledge and high integrity are essential.

Responsibilities

• Provide superior customer service to walk-in customers and help achieve CSAT targets and Mystery Shopping results.
• Carry clear targets for CASA, FD Book growth, account openings, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding.
• Learn and use iPads or other devices for customer service and cross selling where applicable.
• Assist in calling customers for service and sales interactions; process transactions accurately and timely.
• Maintain branch operations: cash balancing, reporting, and confidentiality; observe code of conduct.
• Attend trainings (including e-learning/Workday) and assist in branch housekeeping as needed.

Skills

Customer interaction

Cross selling

Cash handling

Service mindset

Communication skills

Job description

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. 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.

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.