Executive - Operations & Customer Services (Business Channels)

Hong Leong Bank Berhad; Pahang; On-site; MYR 30,000 - 42,000; Full time

Job summary

Hong Leong Bank Berhad in Malaysia is seeking staff for a Branch Operations role focused on delivering top-tier customer service and efficient transaction processing. The role supports sales activities across CASA, FD, cards, and related products while maintaining branch controls and confidentiality.

The position requires fresh graduates or candidates with relevant banking experience, Malaysian citizenship, and a professional, service-minded approach.

Qualifications

• Malaysian citizen.
• Fresh graduates or candidates with relevant work experience are welcome to apply.
• Related working experience in financial institution or related field.
• Possess customer interaction / cash handling / transaction processing / sales experience.

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT scores and Mystery Shopping results.
• Carry clear targets for CASA and FD Book growth and account opening, cross selling of PL, Credit Cards, Portfolio Sales and ASBF Funding.
• Learn and use I-Pads/other devices for customer service and cross selling.
• Assist in calling up customers for service / sales interactions.
• Carry out Branch RCSA through sample checking and effective rectification as applicable.
• Accept and process transactions (deposits, withdrawals, remittances, ANSB and other products) timely and accurate.
• Over-ride transactions as per Bank defined transaction limits.
• Responsible for overall branch cash holding and end of day cash balancing (Chief Cashier).
• Comply with staff rotation guidelines through inter-branch/region transfers as part of operational risk mitigation.
• Observe and comply with the Bank’s Code of Conduct & Ethics.
• Maintain confidentiality of customers and Bank’s information.
• Keep a clean, organized work area and maintain a professional appearance.
• Attend all trainings including e-learning/Workday.
• Filing of reports.
• Assist in branch housekeeping activities, including moving of carton boxes, retrieving vouchers from storage, etc.
• Carry out other duties as assigned periodically.

Skills

Basic banking knowledge

Integrity & accountability

Service mindset & cross selling

Professional appearance & courtesy

Education

Malaysian citizen

Fresh graduates or relevant experience welcome

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.