Senior Executive Alternative Channels (E-Services)

Hong Leong Bank Berhad; Selangor; On-site; MYR 200,000 - 250,000; Full time

Job summary

A leading financial institution in Malaysia is seeking a Senior Executive to manage and resolve customer inquiries across online channels. The successful candidate will ensure that all e-service interactions are handled efficiently, advocate for process improvements, and maintain high standards of communication. Candidates with banking or call center experience are preferred, along with a strong customer service background. This role requires commitment, exceptional communication skills, and a customer-first approach.

Qualifications

• Malaysian citizen.
• 2 years of intensive Customer Service experience if not from Call Center or Banking backgrounds.
• Ability to work on Public Holidays as required by the business.

Responsibilities

• Manage and resolve all incoming secured and unsecured emails.
• Act as a subject matter expert to troubleshoot customer requests.
• Maintain a high standard of written communication.

Skills

Exceptional written and verbal communication

Customer-centric philosophy

High sense of urgency

Education

Bachelor’s Degree in any discipline

Job description

Overview

The Senior Executive is responsible for managing and resolving customer inquiries across Hong Leong’s online channels. This role ensures that all e-service interactions are handled with precision, speed, and a customer-first mindset. Beyond daily operations, the successful candidate will identify service gaps and advocate for process improvements to elevate the overall digital banking experience.

The successful candidates will report to the Manager of Alternative Channels (E-Services).

Key Responsibilities And Accountabilities

• Manage and resolve all incoming secured and unsecured emails via Hong Leong Connect, ensuring all queries are addressed within the agreed turnaround time
• Act as a subject matter expert to effectively troubleshoot, respond to, and resolve customer requests or complex complaints.
• Maintain a high standard of written communication, ensuring responses are professional, accurate, and aligned with the bank’s tone of voice.
• Deeply understand key operational processes to recommend proactive solutions or alternatives that enhance service delivery.
• Execute rigorous follow-ups on outstanding customer cases to ensure a seamless end-to-end experience and high satisfaction scores.

Jobholder Requirements

Malaysian citizen.

Education/Qualification

Bachelor’s Degree in any discipline.

Experience/Requirements

• Candidates from Call Center or Banking backgrounds are highly preferred.
• Candidates without Banking/Call Center experience must possess at least 2 years of intensive Customer Service experience.
• Displays a high sense of urgency, accountability, and a "customer-centric" philosophy.
• Exceptional written and verbal communication skills to manage professional digital correspondence.
• Ability and willingness to work on Public Holidays as required by the business.

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.

Realise your full potential at Hong Leong Bank by applying now.