Service & Operations Executive, Jalan Kelawai - Penang

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

Job summary

A leading Malaysian bank in George Town, Penang is seeking a Customer Service Associate to provide outstanding service to customers and manage cash transactions. Responsibilities include handling inquiries, processing applications, and ensuring compliance with regulations. Ideal candidates will excel in customer interaction, possess cash handling experience, and be proactive in resolving issues. This role provides an opportunity to engage with a diverse clientele and promote various banking products tailored to customer needs. Competitive compensation and growth opportunities are available.

Benefits

Competitive salary

Opportunity for growth

Training provided

Qualifications

• Experience in customer service within a banking environment is preferred.
• Ability to handle cash transactions accurately.
• Strong communication skills to engage with customers effectively.

Responsibilities

• Provide the best customer service experience to customers.
• Manage all cash transactions of the branch.
• Perform over-the-counter transaction solutions for customers.
• Resolve customer issues and identify transaction discrepancies.
• Engage customers by introducing bank products that meet their needs.
• Ensure compliance with bank policies and regulatory guidelines.
• Support management in achieving business growth and objectives.

Skills

Customer service

Cash handling

Sales skills

Problem-solving

Job description

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 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.
• 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.

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