Service & Operations Executive - Sri Petaling

gradmalaysia.com; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A banking institution in Kuala Lumpur is seeking a Service & Operations Executive to enhance customer service and ensure compliance with banking procedures. This role involves managing cash transactions, addressing customer inquiries, and supporting the Service & Operations Manager. The ideal candidate will possess strong communication skills and a commitment to service quality. If you thrive in a dynamic environment, this position offers an opportunity for growth and contribution to the team.

Qualifications

• Strong customer service skills with experience in a banking environment.
• Ability to handle cash transactions accurately.
• Familiarity with standard operating procedures in banking.

Responsibilities

• Provide excellent customer service experience and address inquiries.
• Manage cash transactions and maintain balance.
• Resolve customer account issues and discrepancies.

Skills

Customer service

Cash handling

Problem-solving

Compliance

Communication

Education

High school diploma or equivalent

Job description

Service & Operations Executive - Sri Petaling

• 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 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 enquires and complaints.
• Responsible as relief in absent of Service & Operations Manager (SOM)

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.
• 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 Cluster Operations Head 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.

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