Job Description
To serve as the frontline ambassador and cross-border experience orchestrator for Maybank Malaysia and Singapore customers, delivering seamless, compliant and premium service across both markets. This role is accountable not only for first-visit resolution, but for ensuring frictionless cross-border banking experiences, supporting Singapore cardholders transacting in Malaysia and Malaysian customers engaging with Singapore products. The incumbent will:
- Drive MalaysiaSingapore service integration at customer touchpoints
- Deliver first-contact resolution with cross-border regulatory awareness
- Strengthen customer loyalty and advocacy (CSAT, tNPS, rNPS)
- Identify revenue and relationship deepening opportunities
- Ensure operational excellence while safeguarding compliance and audit standards This position supports Maybank's ambition to become the primary banking partner for customers travelling, spending and transacting across the MalaysiaSingapore corridor.
Job Responsibilities
- Serve as the frontline ambassador delivering premium customer service for both Malaysia and Singapore customers. - Handle walk-in enquiries and servicing requests related to cross-border cards, accounts and banking services. - Achieve First-Visit Resolution by resolving customer issues promptly and efficiently. - Support cross-border banking experiences, including Singapore card servicing within Malaysia regulatory framework. - Ensure operational accuracy and compliance, including proper documentation and onboarding procedures. - Promote relevant banking products and solutions to enhance customer engagement and revenue opportunities. - Provide feedback on customer insights to help improve service processes and customer journeys.
Job Skills
- Cross-Border-Banking-Services
- Frontline-Branch-Customer-Experience
- Retail-Banking-Operations-&-Compliance
- Customer-Engagement-&-Product-Support
- Customer-Insights-&-Service-Improvement
Job Requirements
- Experience in customer service or banking environment. - Strong service mindset with commitment to delivering excellent customer experience. - Good communication and interpersonal skills with a pleasant and professional personality. - Ability to handle customer enquiries and complaints calmly and effectively. - Good time management and multitasking capabilities in a fast-paced environment. - Proficiency in English and Bahasa Malaysia. Mandarin proficiency is preferred and added advantage to support Mandarin speaking customers visiting the Customer Hub. - Comfortable working shift cycles and weekend schedules in a customer-facing environment.
