About the role
AI summarisedThis role is a Branch Operations Specialist at a bank, responsible for managing branch operations, ensuring compliance with AML/CFT and risk management standards, and delivering excellent customer service. The position involves performing daily banking transactions, supervising staff, and meeting key performance indicators.
BusinessFull-timeGeneral
Key Responsibilities
- Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
- Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive ("CSE") targeting a Good/Satisfactory rating.
- Ensure Branch operations quality, customers' satisfaction and service excellence at all touchpoints.
- Ensure Key Performance Indication ("KPI") & Key service index set by the bank are met. (e.g., 90% of customer served with 5-10mins).
- Perform daily banking transactions at the branch, including teller duties accurately and efficiently.
- Manage the cash activities at the branch.
- Attend to all customer enquiries on banking products and service promptly.
- Be customer obsessed and deliver excellent customer banking experience.
- Handles clerical and administrative duties.
- Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank.
- Keeping a clean desk policy and professional appearance.
- Be professional in engaging customers and always be courteous. (i.e., Greet, Service/Smile & Thank you!).
Requirements
- Minimally, a Diploma holder
- Professional Qualification and/or Regulatory, Licensing Requirements
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge on basic Retail Banking products and services
- At least 1 year of tellering and/or branch banking experience
- Organizational skills
- Knowledge of proper cash handling procedures
- Attention to detail
- Strong mathematical skills
- Service-oriented
- Strong Communication skills
- Customer service oriented
- Team Player
- Meticulous
- Interpersonal skills