Executive - Business Channels Priority Banking (Operations & Customer Service)

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Functional (job responsibilities)

Sales & Service

• Providing superior front-line customer service to PB Segment as required.

• Assist in the management of customer experience (to be reflected in Mystery Shopping & CSAT score)

• Accept and process Financial Transactions (deposit/withdrawal/transfer, etc) in a timely and accurate manner.

• Required to carry clear cross selling targets for specific products & Financial Services as per current KRA.

• Encourage customers to use HL Online services and to promote PB Services to all eligible PB customers.

• To ensure the procedures related to PB tagging, IBT FD withdrawals and ax banking are strictly complied with.

• To assist in collating RM’s and CM’s PBC Sales reports and participate in Micro Marketing Events after banking hours.

• To be well conversant with the changes of market environment on customer service issues to be able to contribute ideas and feedback to CM/BM for continuous improvement.

• To support the RMs and CM in building business rapport with PB customers and to provide referrals to meet the Centre’s KRA.

Operations

• Read, understand and comply with Bank’s internal SOPs as applicable to minimize operational risks.

• Comply with the Bank’s Code of Conduct & Ethics.

• Ensure RCSA is performed diligently as required jointly with branch.

• Responsible for the end of day cash balancing jointly with branch.

• Comply with staff transfer guidelines through inter-branch/region transfer as part of operational risk mitigation.

• Perform branch relief functions as and when required.

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 / mandatory training

• Attend regular morning briefing to keep abreast with new / updated guidelines.

• Any other ad-hoc duties assigned from time to time

Organizational (organizational responsibilities)

• Represent HLB in relationship building with community

• Provide support to the Branch Manager/ CSOM / Service Relationship Managers to deliver the expected level of customer service, cross selling (for products applicable) to PB Segment and contribute towards operational control and compliance as specified by the Bank.

• Contribute towards process improvement initiatives.

Realise your full potential at Hong Leong Bank by applying now.