Executive - Business Channels (Operations & Customer Service)

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Engage with walk in customers for transaction processing followed by need based discussion with customers for cross selling. Recommend Bank's products and services to customers and responsible for high levels of Customer service and seamless transactions.

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

Degree/Diploma Holder

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

Professional appearance and courtesy

Certification/Licensing Requirements

FIMM / UT license

PCE & TBE license