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• Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
• Exceptional time management, communication and excellent customer service skills.
• Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive (“CSE”) targeting a Good/Satisfactory rating.
• Ensure Branch operations quality, customers’ satisfaction and service excellence at all touchpoints.
• Ensure Key Performance Indication (“KPI”) & Key service index set by the bank are met (eg 90% of customer served with 5-10mins).
  
  

Responsibilities

JOB DESCRIPTION

Strategy and Planning

• Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
• Exceptional time management, communication and excellent customer service skills.
• Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive (“CSE”) targeting a Good/Satisfactory rating.
• Ensure Branch operations quality, customers’ satisfaction and service excellence at all touchpoints.
• Ensure Key Performance Indication (“KPI”) & Key service index set by the bank are met (eg 90% of customer served with 5-10mins).
  
  

Business Performance and Management

• Perform daily banking transactions at the branch, including teller duties accurately and efficiently. Manage the cash activities at the branch.
• Attend to all customer enquiries on banking products and service promptly.
• Be customer obsessed and deliver excellent customer banking experience.
• Handles clerical and administrative duties.
• Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank.
• Keeping a clean desk policy and professional appearance.
• Be professional in engaging customers and always be courteous (i.e. Greet, Service/Smile & Thank you!).
• Handle currency, transactions and confidential information in a responsible manner. Maintaining and balancing cash drawers and reconciling discrepancy.
• Inform customers about bank products and services.
• To undertake any other duties which may be assigned by the Head of Department & supervisors from time to time.
• Perform the needed security checks e.g. keeping a look out for counterfeit, validate customers’ identities/signatures. If staff has detected any fraud, to follow the Bank’s protocol.
• Complete required daily tasks e.g. checking of advices/vouchers and balancing cash position.
  
  

People Management

• Monitors branch service, provide coaching and supervision to Officers to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
• Ensure staff are dressed professionally and branch premise is well kept and clean.
• To attend relevant courses for upskilling.
  
  

Compliance

• Comply with regulatory requirements, internal P & P, CSUGs & SOP.
• Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.
  
  

Requirements

Qualifications

• Minimally, a Diploma holder
  
  

Professional Qualification and/or Regulatory, Licensing Requirements

• Proficient in relevant computer applications
• Knowledge of customer service principles and practices
• Knowledge on basic Retail Banking products and services
  
  

Relevant Work Experience

• At least 1 year of tellering and/or branch banking experience
  
  

Technical/Functional Skills

• At least 1 year of tellering and/or branch banking experience
• Organizational skills
• Knowledge of proper cash handling procedures
• Attention to detail
• Strong mathematical skills
  
  

Personal Skills (Soft Competencies)

• Service-oriented
• Strong Communication skills
• Customer service oriented
• Team Player
• Meticulous
• Interpersonal skills

• Seniority level
  Entry level

• Employment type
  Full-time

• Job function
  Finance and Sales
• Industries
  Banking

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