Service & Operations Executive - Beach Street

Alliance Bank Malaysia Berhad; George Town; On-site; MYR 28,000 - 44,000; Full time

Job summary

Alliance Bank Malaysia Berhad in Malaysia is seeking a customer service-oriented colleague at the branch level to deliver outstanding service and support to customers. You will handle counter transactions, process deposits and withdrawals, and assist customers with product information while ensuring accuracy and compliance.

Responsibilities include greeting customers, resolving routine inquiries, maintaining cash balance, and supporting branch managers in franchise-building activities and

Responsibilities

• Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers
• Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services
• Deal face-to-face with customers
• Respond promptly to customer’s inquiries regarding basic info of all products of the Bank
• Lodge all service-related customer complaints to CRM; handle and resolve complaints
• Process customer’s request and applications
• Escalate requests and unresolved issues to higher authorities
• Manage all cash transactions of the branch, including accepting and counting bulk cash
• Overall balancing of branch cash
• Perform checking on cash vouchers
• Loading and unloading Self-Service-Terminals (SST)
• Manage Cash in Transit as required
• Provide OVER-THE-COUNTER TRANSACTION SOLUTIONS to customers
• Greet and acknowledge each customer
• Deliver accurate, quick and efficient over-the-counter transaction solutions
• Accept cash and cheques for deposit and verify transaction
• Process cash withdrawals
• Prepare cashier\'s orders, money orders, cheque books, open new accounts and other banking transactions
• Receive and verify loan, mortgage and utility bill payments
• Resolve issues and follow up on customer requests
• Identify and investigate transactions discrepancies
• Offer solutions by analyzing problems and providing timely, relevant resolutions
• Cross-sell by identifying customer needs and matching with suitable products and services
• Engage customers by explaining and promoting Bank products and services
• Assist branch efforts in franchise building and referrals
• Ensure compliance with Bank and regulatory SOPs/policies/guidelines
• Record all transactions promptly and accurately in CRM and SPI-compliant manner
• Maintain neat and orderly work area

Job description

• Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers
• Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services which include and not limited to: -
• Deal face-to-face with customers.
• Respond promptly to customer’s inquiries regarding basic info of all products of the Bank.
• Lodge all service-related customer complaints to CRM; handle and resolve complaints.
• Process customer’s request and applications.
• Escalate requests and unresolved issues to higher authorities.
• Manage all cash transactions of the branch, which include and not limited to: -
• Accepting and counting of bulk cash.
• Overall balancing of branch cash.
• Perform checking on cash vouchers.
• Loading and unloading Self-Service-Terminals (SST)
• Manage Cash in Transit as when required
• When required, provide OVER-THE-COUNTER TRANSACTION SOLUTIONS to customers
• Perform various tasks at the counter whereby the main counter transactions involve receiving payments in the form of cash or cheques from customers, paying out cash to customers from their accounts in accordance to the standard operating procedures/policies/guidelines including but not limited to:
• Greet and acknowledge each customer.
• Deliver accurate, quick and efficient over-the-counter transaction solutions while maintaining the balance between transaction time and customer’s needs.
• Accept cash and cheques for deposit and check accuracy of transaction processed.
• Process cash withdrawals.
• Perform specialized tasks such as preparing cashier's order, process money orders, cheque books, open new accounts and other banking related transactions.
• Receive and verify loan payments, mortgage payments and utility bill payments.
  
• 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.
  
• Others
• To support the Service & Operations Manager and Branch Manager in ensuring regulatory compliance, making every effort to enhance the image of the Bank and representing the Bank in the community. This is to be read in tandem with incumbent’s job objectives.
• To support franchise / business growth initiatives and any other assignments as and when required.
  

Key Responsibilities

• Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers
• Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services which include and not limited to: -
• Deal face-to-face with customers.
• Respond promptly to customer’s inquiries regarding basic info of all products of the Bank.
• Lodge all service-related customer complaints to CRM; handle and resolve complaints.
• Process customer’s request and applications.
• Escalate requests and unresolved issues to higher authorities.

• Chief Cashier / Relief Chief Cashier
• Manage all cash transactions of the branch, which include and not limited to: -
• Accepting and counting of bulk cash.
• Overall balancing of branch cash.
• Perform checking on cash vouchers.
• Loading and unloading Self-Service-Terminals (SST)
• Manage Cash in Transit as when required

• When required, provide OVER-THE-COUNTER TRANSACTION SOLUTIONS to customers
• Perform various tasks at the counter whereby the main counter transactions involve receiving payments in the form of cash or cheques from customers, paying out cash to customers from their accounts in accordance to the standard operating procedures/policies/guidelines including but not limited to:
• Greet and acknowledge each customer.
• Deliver accurate, quick and efficient over-the-counter transaction solutions while maintaining the balance between transaction time and customer’s needs.
• Accept cash and cheques for deposit and check accuracy of transaction processed.
• Process cash withdrawals.
• Perform specialized tasks such as preparing cashier's order, process money orders, cheque books, open new accounts and other banking related transactions.
• Receive and verify loan payments, mortgage payments and utility bill payments.
  

KEY RESPONSIBIITIES (cont’d)

• 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.
  

KEY RESPONSIBIITIES (cont’d)

• Others
• To support the Service & Operations Manager and Branch Manager in ensuring regulatory compliance, making every effort to enhance the image of the Bank and representing the Bank in the community. This is to be read in tandem with incumbent’s job objectives.
• To support franchise / business growth initiatives and any other assignments as and when required.
  

NOTE: Job Descriptions are subject to change at the discretion of Human Resource Department as required