Operations & Customer Service

Hong Leong Bank Berhad; West Coast Division; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading financial institution in Malaysia is looking for a motivated individual to join the branch team as a Customer Service Executive. The role involves engaging with walk-in customers, processing transactions, and identifying financial needs for potential cross-selling opportunities. Candidates should have experience in customer interaction and handling transactions. A degree in Banking, Finance, or Business Studies is preferred. Join us and contribute to enhancing customer service and supporting the Bank's digital transformation efforts.

Qualifications

• Proven experience in customer interaction, cash handling, transaction processing, and/or sales.
• All levels of Certifications/Degree - Banking, Finance, Business Studies or related field is preferred but other Degree backgrounds are encouraged to apply too.

Responsibilities

• Provide superior, efficient, and professional customer service to all walk-in customers to achieve expected Customer Satisfaction scores.
• Proactively recommend and cross-sell the Bank’s products and services.
• Accurately accept and process various banking transactions in a timely manner.
• Assist in carrying out Branch Risk Control Self-Assessment through sample checking.

Skills

Customer interaction

Cash handling

Transaction processing

Sales

Education

Degree in Banking, Finance, Business Studies or related field

Job description

Overview:

We are seeking a highly motivated and customer-focused individual to join our branch team. In this role, you will be the frontline face of the Bank, engaging with walk-in customers to seamlessly process transactions while identifying and discussing their financial needs for cross-selling opportunities. The ideal candidate will be dedicated to delivering superior customer service, maintaining high operational standards, and actively contributing to the Bank’s sales goals and digital transformation initiatives.

Responsibilities:

• Provide superior, efficient, and professional customer service to all walk-in customers to achieve expected Customer Satisfaction (CSAT) scores.
• Proactively recommend and cross-sell the Bank’s products and services, carrying clear targets for key products such as CASA (Current Account Savings Account), Fixed Deposits, Personal Loans, Credit Cards, and other portfolio sales.
• Perform the Meeter-Greeter/Navigator role as required to direct customer flow and provide initial assistance.
• Support the Bank's Digital Transformation by encouraging the use of digital channels and the migration of Over-The-Customer (OTC) transactions.
• Occasionally step out of the branch to meet customers for service or sales discussions.
• Accurately accept and process various banking transactions (deposits, withdrawals, remittances, etc.) in a timely manner.
• Adhere strictly to all Bank internal Standard Operating Procedures (SOPs) and comply with Bank-defined transaction limits and staff rotation guidelines.
• Assist in carrying out Branch Risk Control Self-Assessment (RCSA) through sample checking and effective rectification.
• Be on stand-by for weekend Sales & Service Team (SST) activities and perform Relief CSOM/2nd Liner functions as and when applicable.
• Maintain confidentiality of customer and Bank information and observe the Bank’s Code of Conduct & Ethics.

Skills & Experience We Are Looking For:

• Based in Malaysia is preferred
• Proven experience in customer interaction, cash handling, transaction processing, and/or sales.
• All levels of Certifications/Degree - Banking, Finance, Business Studies or related field is preferred but other Degree backgrounds are encouraged to apply too.

HLB Careers Link:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/KK2-JALAN-HAJI-SAMAN-KK-BR/Executive---Business-Channels--Operations---Customer-Service-_JR0000022830

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.