Snr Customer Service Officer (1009567)

Description

• Support Assistant Branch Manager (ABM) to ensure smooth branch operations and compliance requirements are strictly observed
• In absence of Assistant Branch Manager (ABM), 3rd Officer to support Branch Manager (BM) in managing branch operations matters and sales growth
• Support and assist BM/ABM to lead and manage the adoption of Community Banking Business Model at the branch to enhance customer experience
• To develop a readily available personnel for ABM roles as succession planning (this is not their primary objective/job scope, suggest to remove)

Branch Management

• Managing and supporting to drive branch productivity through the effective process management at branch based on higher amount, volume and complexity of the transaction
• Managing branch processes and to ensure Bank’s policies, procedures & guidelines are being adhered and complied at all times
• Managing physical premises and office equipment (i.e. Self-service Terminal (SST), branch infra, etc.) are well maintained
• Managing to ensure smooth running of system and branches administration
• Acting as 2nd ABM to ensure smooth and effective branch operation to achieve satisfactory audit rating and score on Branch Excellence Program
• Checking and monitoring of monetary transactions and inquiry / maintenance activities
• Ensure branch overheads are kept within budget
• Ensure supply of merchandise/collaterals are adequate and up to date
• To act as relief ABM during BM/ ABM’s absence (whenever relevant), to maximum of 14 working days, subsequently for more than 14 working days, to perform the job as Acting ABM to maximum of 6 months.
• Other duties arranged by ABM/BM relevant to branch operations from time to time

Sales Management

• Managing expected branch transaction volume with appropriate process – CBOP, PCT, Authorized Personnel etc.
• Support in identifying sales opportunities for referral and product cross selling and developing new customer relationship

People Management

• Promote the core values of the Bank
• Lead, motivate and coach the operations team to achieve target sets and standards
• Ensure job rotations for staff development and staff administration
• Managing branch communication and staff engagement

Customer Service Management

• Deliver quality customer experience through relationship building to create high standard of customer service in line with standards set by the Bank

Resolve customers’ complaints and attend to the requests in a timely manner

Requirements

Minimum 3 years’ experience in branch operation, sales and customer management, attend Branch Operations Training

• Proven track record in branch operations
• Good understanding of all RHB products across retail and non-retail
• Strong leadership and relationship building skills for people management
• Resistant to stress, able to work under pressure and having strong problem solving skill
• Self-motivated dynamic individuals with integrity, drive, diligence and a passion for high standards of service
• Pleasant personality with good analytical, communication and interpersonal skills
• Able to work independently with minimum supervision

Independent and mature character who is proficient in prioritizing needs based on urgency

Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards