Sr Executive - Personal Financial Services (Operations & Customer Service)

Hong Leong Bank; Parit Buntar; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Senior Executive in Personal Financial Services to enhance customer experiences and drive sales. This role involves engaging with customers, processing transactions, and cross-selling financial products while ensuring compliance with operational standards. You will play a vital part in supporting digital initiatives and maintaining high service levels. Join this dynamic team and be part of a leading financial institution that values integrity and professional growth, offering a chance to excel in a vibrant and supportive environment.

Qualifications

• Degree or diploma holder with experience in customer interaction and cash handling.
• Strong communication and cross-selling skills are essential.

Responsibilities

• Provide excellent customer service and meet product growth targets.
• Process transactions accurately and support digital transformation initiatives.

Skills

Customer Service

Cross-Selling

Communication Skills

Cash Handling

Banking Knowledge

Education

Degree or Diploma

Tools

I-Pads

Job description

Sr Executive - Personal Financial Services (Operations & Customer Service)

Apply locations PBT-PARIT BUNTAR BR time type Full time posted on Posted 30+ Days Ago job requisition id JR0000008448

If you are looking to excel and make a difference, take a closer look at us…

Engage with walk-in customers for transaction processing followed by need-based discussion for cross-selling. Recommend Bank’s products and services, ensuring high levels of customer service and seamless transactions.

Key Responsibilities and Accountabilities

Sales & Service

• Provide excellent customer service to walk-in customers, aiming for high CSAT scores and positive Mystery Shopping results.
• Meet targets for product growth such as CASA, FD, cross-selling of PL, Credit Cards, Portfolio Sales, and ASBF Funding.
• Utilize devices like I-Pads for customer service and cross-selling activities.
• Perform roles such as Meeter-Greeter/Navigator on a rotational basis.
• Assist in calling customers for service and sales interactions.
• Occasionally meet customers outside the branch for service or sales discussions.
• Support digital transformation initiatives including Connect Penetration and OTC transaction migration.
• Assist in maintaining adequate staffing levels across the branch network.

Operations

• Conduct Branch RCSA through sampling and effective rectification.
• Process transactions accurately and timely, including deposits, withdrawals, remittances, and others.
• Override transactions within bank-defined limits.
• Comply with internal SOPs.
• Be available during weekends for SST activities as needed.
• Perform Relief CSOM/2nd Liner functions as applicable.
• Manage branch cash holdings and end-of-day cash balancing (for Chief Cashier).
• Follow staff rotation guidelines for operational risk mitigation.
• Adhere to the Bank’s Code of Conduct & Ethics.

Other Responsibilities

• Maintain confidentiality of customer and bank information.
• Keep a clean and organized workspace and maintain professional appearance.
• Attend all required trainings.
• Assist in branch housekeeping activities as needed.
• Perform other duties as assigned.

Managerial (team/group responsibilities)

• Supervise clerical and other staff where applicable.
• Support a positive working environment among team members.

Organizational (organizational responsibilities)

• Build relationships with the community.
• Support the Branch Manager/Customer Service and Operations Manager in delivering customer service, cross-selling, and operational compliance.

Requirements

Education/Qualification

• Degree or Diploma holder.

Experience

• Experience in a financial institution or related field.
• Customer interaction, cash handling, transaction processing, and sales experience.

Special Skills

• Basic banking knowledge.
• High integrity and accountability.
• Excellent service, communication, and cross-selling skills.
• Professional appearance and courtesy.

Certification/Licensing

• FIMM / UT license.
• PCE & TBE license.

About Hong Leong Bank

We are a leading financial institution in Malaysia with a century of entrepreneurial heritage, offering comprehensive financial services through digital and physical channels across Malaysia, Singapore, Hong Kong, Vietnam, Cambodia, and China.

We value diversity, inclusion, and merit, aiming to attract the best talent and foster a digital-first employee experience.

Join us to realize your full potential.