Senior Executive - Operations & Customer Service (Business Channels)

Hong Leong Bank Berhad; Malaysia; On-site; MYR 27,000 - 40,000; Full time

Job summary

Hong Leong Bank in Malaysia is hiring for Sales & Service and Branch Operations roles. You will greet walk-in customers, provide superior service, and work toward CASA and FD growth, cross-selling PL, Credit Cards, and other banking products.

Responsibilities include cash handling, transactions, end-of-day balancing, risk controls, training participation, and maintaining confidentiality. Fresh graduates are welcome; candidates with relevant banking experience are encouraged to apply.

Qualifications

• Malaysian citizen.
• Fresh graduates or candidates with relevant work experience are welcome to apply.
• Experience in financial institutions or related fields is desirable.
• Customer interaction, cash handling, transaction processing and sales experience preferred.
• Basic banking knowledge and high integrity are expected.

Responsibilities

• Provide superior customer service to walk-in customers and contribute to CSAT and Mystery Shopping results.
• Carry clear targets for CASA, FD growth, account openings and cross selling of PL, cards and loans.
• Learn and use banking devices for customer service and cross selling.
• Assist in outreach calls for service and sales interactions.
• Carry out branch operations including deposits, withdrawals, remittances and balanced cash at end of day.

Skills

Customer service

Cash handling

Sales

Communication skills

Cross selling

Education

Malaysian citizen

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

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.