Provide the BEST CUSTOMER SERVICE EXPERIENCE to customers
Interact with customers to provide and process information in response to customers inquiries, concerns and request about the Bank products and services which include and not limited to: -
Deal face-to-face with customers.
Respond promptly to customer's inquiries regarding basic info of all products of the Bank.
Lodge all service-related customer complaints to CRM; handle and resolve complaints.
Process customer's request and applications.
Escalate requests and unresolved issues to higher authorities.
Chief Cashier / Relief Chief Cashier
Manage all cash transactions of the branch, which include and not limited to: -
Accepting and counting of bulk cash.
Overall balancing of branch cash.
Perform checking on cash vouchers.
Loading and unloading Self-Service-Terminals (SST)
Manage Cash in Transit as when required
When required, provide OVER-THE-COUNTER TRANSACTION SOLUTIONS to customers
Perform various tasks at the counter whereby the main counter transactions involve receiving payments in the form of cash or cheques from customers, paying out cash to customers from their accounts in accordance to the standard operating procedures/policies/guidelines including but not limited to:
Greet and acknowledge each customer.
Deliver accurate, quick and efficient over-the-counter transaction solutions while maintaining the balance between transaction time and customer's needs.
Accept cash and cheques for deposit and check accuracy of transaction processed.
Process cash withdrawals.
Perform specialized tasks such as preparing cashier's order, process money orders, cheque books, open new accounts and other banking related transactions.
Receive and verify loan payments, mortgage payments and utility bill payments.
Attempt to resolve issues and problems with regards to customer's account.
Follow-up on customer's requests and applications.
Identify and investigate transactions discrepancy.
Offer SOLUTIONS to customer issues which includes but not limited to: -
Resolve customer issues by analyzing the problem and offer timely, relevant and logical solutions to various issues faced by customers with regards to customer's account, transaction related and other banking related matters. Seek and utilize all available resources and alternatives when faced with difficulties and challenges beyond the work scope.
Embrace cross-sell by IDENTIFYING CUSTOMER'S NEEDS and MATCHING those needs with the right products and services
Engage customers by introducing and recommending various Bank's products and services that are relevant to their needs including but not limited to: -
Learn and familiarize yourself with various products and services that the Bank offers.
Explain and promote Bank's products and services that are relevant to the customer.
Assist branch efforts in franchise building namely soliciting for deposits and referral of Bank's products.
Ensure COMPLIANCE to the Bank's and Regulatory Standard Operating Procedures/policies/ guidelines
Comply with the Bank's and Regulatory standard operating procedures/policies/guidelines including but not limited to: -
Record all transactions promptly, accurately and in compliance with Bank's procedures.
Depositing and payment to/from customers are in accordance to SPI
Balance currency, cash and cheques in cash drawer or in custody/control at end of each day.
Check and ensure that all over-the-counter transactions are balanced and accounted for accordingly.
Record details of inquiries, comments and complaints in the CRM systems where applicable.
Manage all administrative matters timely and accurately.
Maintain a neat, tidy and orderly work area.
Others
To support the Service & Operations Manager and Branch Manager in ensuring regulatory compliance, making every effort to enhance the image of the Bank and representing the Bank in the community. This is to be read in tandem with incumbent's job objectives.
To support franchise / business growth initiatives and any other assignments as and when required.
Requirement
Customer Service Oriented
Good Communication Skills
Good Interpersonal & Time Management Skills
Initiative / Quality Focused & Teamwork
Minimum SPM preferably credit in language subjects (BM & English) and Mathematics
Relevant experience in clerical, office administrative, cash handling function, sales or customer service
