Senior Executive - Operations & Customer Service (Business Channels)

HLB; Johor Bahru; On-site; MYR 28,000 - 39,000; Full time

Job summary

Hong Leong Bank is seeking a dedicated Customer Service / Branch Operations candidate in Malaysia to provide outstanding service to walk-in customers and drive product growth. You will handle deposits, withdrawals, remittances, and other banking transactions with accuracy, while maintaining a professional appearance and adherence to code of conduct.

Ideal candidates are Malaysian citizens, fresh graduates or those with relevant experience.

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
• Basic banking knowledge
• High level of integrity and accountability
• Excellent service mindset and communication skills and cross selling skills
• Professional appearance and courtesy

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 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
• 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 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
• Carry out other duties as assigned periodically

Skills

Customer service

Cross selling

Cash handling

Sales experience

Integrity

Professional appearance

Education

Fresh graduates or candidates with relevant work experience welcome

Job description

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

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

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.

• Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

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 ourmission of infusing diversity in thinking and skillsets into our organisation.Candidatesare 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.