Service - Operations Executive

Alliance Bank; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

Alliance Bank in Kuala Lumpur is seeking a proactive Customer Service Officer to handle customer inquiries, resolve account-related issues, and manage requests with accuracy.

You will analyze problems, offer timely solutions, adhere to SOPs, and promote bank products to meet customer needs, while maintaining CRM records.

Join a busy branch environment where attention to detail and compliance are essential, with opportunities for growth in retail banking.

Qualifications

• Experience in frontline banking or customer service roles.
• Ability to resolve account-related issues promptly.
• Follows internal SOPs and regulatory guidelines.
• Capable of cross-selling relevant banking products.
• Maintains accurate CRM records.

Responsibilities

• Resolve issues and problems with customers' accounts.
• Follow up on customer requests and applications.
• Identify and investigate transactions discrepancies.
• Offer solutions including product recommendations.
• Identify customer needs and cross-sell suitable products.
• Ensure compliance with SOPs and bank policies.

Skills

Customer service

Problem solving

Regulatory compliance

Cross-selling

CRM systems

Tools

CRM software

Job description

• Attempt to resolve issues and problems with regards to customer's account.
• Follow-up on customer’s requests and applications.
• Identify and investigate transactions discrepancy.
• Offer SOLUTIONS to customer issues which includes but not limited to: -
  • Resolve customer issues by analyzing the problem and offer timely, relevant and logical solutions to various issues faced by customers with regards to customer’s account, transaction related and other banking related matters. Seek and utilize all available resources and alternatives when faced with difficulties and challenges beyond the work scope.
• Embrace cross-sell by IDENTIFYING CUSTOMER’S NEEDS and MATCHING those needs with the right products and services
  • Engage customers by introducing and recommending various Bank’s products and services that are relevant to their needs including but not limited to: -
    • Learn and familiarize yourself with various products and services that the Bank offers.
    • Explain and promote Bank’s products and services that are relevant to the customer.
    • Assist branch efforts in franchise building namely soliciting for deposits and referral of Bank’s products.
• Ensure COMPLIANCE to the Bank’s and Regulatory Standard Operating Procedures/policies/ guidelines
  • Comply with the Bank’s and Regulatory standard operating procedures/policies/guidelines including but not limited to: -
    • Record all transactions promptly, accurately and in compliance with Bank’s procedures.
    • Depositing and payment to/from customers are in accordance to SPI.
    • Balance currency, cash and cheques in cash drawer or in custody/control at end of each day.
    • Check and ensure that all over-the-counter transactions are balanced and accounted for accordingly.
    • Record details of inquiries, comments and complaints in the CRM systems where applicable.
    • Manage all administrative matters timely and accurately.
    • Maintain a neat, tidy and orderly work area.