Senior Executive - Business Channels (Operations & Customer Service)

Hong Leong Bank Berhad; Johor; On-site; MYR 33,000 - 47,000; Full time

Job summary

Hong Leong Bank Berhad invites fresh graduates and experienced bankers to join our branch team in Malaysia. You will deliver superior customer service, handle cash and transactions, and actively cross-sell banking products to achieve targets.

You will also support branch operations, maintain confidentiality, comply with conduct standards, and participate in trainings to grow professionally within a modern, customer-centric financial institution.

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 specific products – 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/ 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.
• 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.
• Maintain confidentiality of customers and Bank’s information.
• Keep a clean, organized work area and maintain a professional appearance.
• Attend all trainings as applicable including e-learning/Workday.
• Filing of reports.
• Carry out other duties as assigned periodically.

Skills

Customer service

Cash handling

Cross selling

Communication skills

Tools

I-Pads

Job description

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

Key Responsibilities And Accountabilities

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.