Service & Operations Executive - Butterworth

Alliance Bank Malaysia Berhad; Butterworth; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading bank in Malaysia seeks a dedicated team member in Butterworth, Penang, to provide excellent customer service and handle daily banking transactions. Key responsibilities include cash management, resolving customer inquiries, and ensuring compliance with banking procedures. The ideal candidate has a strong background in customer service and holds at least SPM with credits in language subjects. This is a full-time position offering a dynamic work environment.

Qualifications

• Minimum SPM preferably credit in language subjects (BM & English) and Mathematics.
• Relevant experience in clerical, office administrative, cash handling function, sales or customer service.

Responsibilities

• Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers.
• Accept and count bulk cash.
• Perform checks on cash vouchers.
• Resolve customer issues by analyzing the problem and offering timely solutions.

Skills

Customer Service Oriented

Good Communication Skills

Good Interpersonal & Team Management Skills

Initiative / Quality Focused & Teamwork

Education

SPM with credit in BM, English, and Mathematics

Job description

Job Purpose

• Responsible for processing and handling day-to-day transactions of the branch as well as ensuring service quality standards in the branch are met in line with the Bank’s strategic objectives.
• Responsible as relief in absent of Service & Operations Manager (SOM).
• Responsible as Chief Cashier/Relief Chief Cashier in the branch to manage daily branch’s cash holdings, balancing, loading of Self-Service-Terminals (SST) and transactions.
• Responsible for handling and supporting first line resolution of enquiries and complaints.
• Support the Service & Operations Manager (SOM) in driving branch business growth, monitoring asset quality and maintaining service delivery standards.

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 requests about the Bank products and services.
  • Deal face‑to‑face with customers.
  • Respond promptly to customers’ inquiries regarding basic information of all products of the Bank.
  • Lodge all service‑related customer complaints to CRM; handle and resolve complaints.
  • Process customers’ requests and applications.
  • Escalate requests and unresolved issues to higher authorities.
• Chief Cashier / Relief Chief Cashier
  • Accept and count bulk cash.
  • Overall balancing of branch cash.
  • Perform checks on cash vouchers.
  • Load and unload Self‑Service‑Terminals (SST).
  • Manage Cash in Transit when required.
• When required, provide OVER‑THE‑COUNTER TRANSACTION SOLUTIONS to customers
  • Perform various counter tasks, including receiving payments in the form of cash or cheques, paying out cash, and verifying transaction accuracy.
  • Process cash withdrawals, prepare cashier's orders, process money orders, cheque books, open new accounts, and handle other banking related transactions.
  • Receive and verify loan payments, mortgage payments and utility bill payments.
• Attempt to resolve issues and problems with regard to customers’ accounts.
• Follow‑up on customers’ requests and applications.
• Identify and investigate transaction discrepancies.
• Offer SOLUTIONS to customer issues which includes but is not limited to:
  • Resolve customer issues by analyzing the problem and offering timely, relevant and logical solutions.
  • Seek and utilize all available resources and alternatives when faced with difficulties beyond the scope of work.
• Embrace cross‑sell by identifying customers’ needs and matching those needs with the right products and services
  • Introduce and recommend various Bank’s products and services relevant to the customer.
  • Assist branch efforts in franchise building, including soliciting deposits and referrals.
  • Participate actively in cross‑selling and referrals.
  • Support Customer Base and Deposit Growth initiatives.
  • Increase average deposit growth for PB/AP/MM customers.
  • Open CASA/FD/SDB accounts and upgrade PB/AP customers.
• Ensure COMPLIANCE with the Bank’s and Regulatory Standard Operating Procedures (SOP), Policies and Guidelines
  • Record all transactions promptly, accurately and in compliance with Bank’s proceduresli>
  • Deposit and payment to/from customers according to SOP.
  • Balance currency, cash and cheques in the cash drawer or custody at the end of each day.
  • Check and ensure that all over‑the‑counter transactions are balanced and accounted for.
  • Record details of inquiries, comments and complaints in CRM systems where applicable.
  • Manage all administrative matters timely and accurately.
  • Maintain a neat, tidy and orderly work area.
• Others
  • Support the Service & Operations Manager and Branch Manager/PB Hub Manager in ensuring regulatory compliance, enhancing the Bank’s image and representing the Bank in the community.
  • Support franchise/business growth initiatives and any other assignments as and when required.

NOTE: Job Descriptions are subject to change at the discretion of Group Human Resource and/or the relevant Business Unit/Department as required.

Key Relations (Internal & External)

• Various departments and stakeholders in Head Office
• Customers
• Vendors

Nature of Purpose

• Daily Bank operations
• Banking transaction
• Bank maintenance / operation
• Sales referrals and Service Quality
• Service Standards/Complaint Management
• Customer Service

Contributes To

• Ensure optimum productivity of team members.
• Ensure branch delivers excellent customer experience.
• Increase Customer Base & Deposit Growth.
• Referrals & Cross‑selling.
• Increase productivity, efficiency and accuracy of branch operations.
• Compliance to Operation Risk.

Authorities

• Approval Authority Limit – Authority for handling/processing day‑to‑day transactions/operations of the branch in accordance to prevailing Approval Authority Matrix.

Skills

• Customer Service Oriented
• Good Communication Skills
• Good Interpersonal & Time Management Skills
• Initiative / Quality Focused & Teamwork

Experience / Knowledge Required

• Minimum SPM preferably credit in language subjects (BM & English) and Mathematicsli>
• Relevant experience in clerical, office administrative, cash handling function, sales or customer service.

Scope / Measurement

• Refer to scorecard.

Area of Responsibility

• To meet the Bank’s overall strategic priorities.