Executive - Personal Financial Services (Operations & Customer Service)

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The Personal Financial Services Operation & Customer Service Executive's key responsibility is to engage with walk-in customers for transaction processing followed by need based discussion with customers for cross selling. Additionally you will also be the first point of contact to recommend Bank’s products and services to customers and be responsible for high levels of Customer service and seamless transactions.

Sales & 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 and any other product as deemed fit for Branch Ops;

Learn and use I-Pads / other devices (if applicable to branch) for customer service / cross selling;

Assist in calling up customers for service / sales interactions;

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;

Responsible for overall branch cash holding and end of day cash balancing (applicable 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 in a responsible manner;

Keep a clean, organized work area and maintain a professional appearance;

Attend all trainings as applicable including e-learning / Workday;

Filing of reports;.

Where needed, assist in branch housekeeping activities, including but not limited to moving of carton boxes, retrieving of vouchers from storage, etc;

Carry out other duties as assigned periodically.

Requirements

Education / Qualification

Malaysian citizen

Fresh graduates or candidates with relevant work experience are welcome to apply

Experience

Related working experience in 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 and cross selling skills

Professional appearance and courtesy

Certification / Licensing Requirements (optional)

FIMM / UT license

PCE & TBE license