Business Channels, Customer Service Executive (Operations & Customer Service)

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Engage with walk-in customers for transaction processing followed by need-based discussions for cross-selling.
Recommend the Bank's products and services to customers and be responsible for high levels of customer service and seamless transactions.
Key Responsibilities and AccountabilitiesSales & Service
Provide superior customer service to walk-in customers and contribute to expected levels of CSAT (Customer Satisfaction) scores and Mystery Shopping Results;
Carry clear targets for specific products – CASA and FD Book growth and account opening, cross-selling of PL, Credit Cards, Portfolio Sales, and ASBF Funding;
Learn and use I-Pads/other devices (if applicable) for customer service/cross-selling;
Perform Meeter-Greeter/Navigator role on a rotational basis;
Assist in calling up customers for service/sales interactions;
Step out of the branch to meet customers for service/sales discussions occasionally;
Support Bank's Digital Transformation initiatives including Connect Penetration and OTC Transaction migration;
Accept assignments as required to maintain adequate staffing levels throughout the branch network;
Operations
Carry out Branch RCSA through sample checking and effective rectification as applicable;
Accept and process transactions (deposits, withdrawals, Remittances, ANSB, and any other products launched by the Bank) in a timely and accurate manner;
Over-ride transactions as per Bank defined transaction limits;
Read, understand and comply with Bank's internal SOPs;
Be on stand-by during weekends for SST activities, as applicable;
Perform Relief CSOM/2nd Liner functions as applicable;
Responsible for overall branch cash holding and end-of-day cash balancing (for Chief Cashier);
Comply with staff rotation guidelines through inter-branch/region transfer as part of operational risk mitigation;
Observe and comply with the Bank's Code of Conduct & Ethics;
Other Responsibilities
Maintain confidentiality of customers and Bank's information;
Keep a clean, organized work area and maintain a professional appearance;
Attend all trainings as applicable including e-learning/Workday;
Filing of reports;
Assist in branch housekeeping activities, including moving of carton boxes, retrieving vouchers from storage, etc.
;
Carry out other duties as assigned periodically.
Managerial Responsibilities
Supervise clerical/other staff where applicable;
Support a conducive working environment among team members.
Organizational Responsibilities
Represent HLB in relationship building with the community;
Provide support to the Branch Manager/Customer Service and Operations Manager to deliver expected levels of customer service and cross-selling.
RequirementsEducation/Qualification
Degree/Diploma Holder
Experience
Related working experience in a financial institution or related field;
Possess customer interaction/cash handling/transaction processing/sales experience;
Special Skills
Basic banking knowledge;
High level of integrity and accountability;
Excellent service mindset and communication skills;
Professional appearance and courtesy.
Certification/Licensing Requirements
FIMM / UT license;
PCE & TBE license;
About Hong Leong Bank
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