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Key Responsibilities and Accountabilities
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
- Perform Meeter-Greeter/Navigator role on rotational basis / as applicable
- Assist in calling up customers for service / sales interactions
- Step out of the branch to meet customers for service / sales discussions occasionally / as applicable
- Support Bank's Digital Transformation initiatives including Connect Penetration and OTC Transaction migration
- Accept assignments as required to maintain adequate staffing levels throughout branch network
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
- Read, understand and comply with Bank's internal SOPs as applicable
- Be on stand-by during weekend for SST activities, as and when applicable
- Perform Relief CSOM/2nd Liner functions as and when applicable
- 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.
Managerial (team/group responsibilities)
- Supervise clerical / other staff where applicable
- Support a conducive working environment among team members.
Organizational (organizational responsibilities)
- Represent HLB in relationship building with the community
- Provide support to the Branch Manager/Customer Service and Operations Manager to deliver the expected levels of customer service, cross-selling (for products applicable) and contribute to operational control and compliance as specified by the Bank.
Requirements
Education/Qualification
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
