Branch Services Officer

Company: 3801 UOB Vietnam

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

About the Department

The Channels & Digitalization function enables end-to-end seamless connectivity for UOB customers across all physical and digital touchpoints of the Bank. Designed to be in tune with our customers’ banking preferences, we strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines and digital platforms. We collaborate with FinTech ecosystem partners to keep abreast of developments in the FinTech innovation space and to embed ourselves in our customers’ lives. We also harness customer insights to help us deliver new business models and digital innovations, and to build deeper relationships with our customers.

Job Responsibilities

Deliver Customer Service Excellence

• Advocate UOB's Digital First strategy by educating individual and corporate customers towards digital and self-service banking solutions.
• Provide timely, professional, and personalized assistance for customer enquiries and service requests.
• Take ownership of customer issues, coordinating resolutions and escalating complex cases where necessary.
• Support branch initiatives that enhance customer satisfaction, operational efficiency, and service excellence.

Drive Advisory-Led Banking and Business Growth

• Engage Wealth, High-Net-Worth and Corporate customers through proactive interactions and meaningful conversations to understand their financial needs and goals.
• Introduce and connect customers with suitable banking, wealth, and financial solutions through needs-based recommendations.
• Promote and educate customers on UOB's digital platforms, services, and self-service capabilities.
• Support customer acquisition efforts through quality referrals and collaboration with product specialists and relationship managers.
• Facilitate account opening and onboarding journeys, ensuring a smooth and personalized experience across digital and branch channels.
• Support customers with their day-to-day banking needs, including cash and non-cash transactions.

Foster Strong Branch Operations and Risk Management

• Support daily branch operations and administrative duties such as ensuring accuracy in account opening, checking of reports, transaction processing and documentation.
• Maintain vigilance by identifying, escalating, and managing operational and compliance risks.
• Ensure adherence to all regulatory requirements, internal policies, and control frameworks to safeguard customer and bank interests.
• Uphold a strong risk and control mindset by resolving and addressing issues on a timely basis.

Others

• Other tasks/project assigned by line manager from time to time.

Attributes We Value

• Customer-Focused: You genuinely care about assisting customers and consistently seek ways to improve their banking experience.
• Growth: You embrace new challenges, welcome feedback, and view every interaction as an opportunity to learn and improve.
• Digital-First: You are excited about new technologies and processes, remaining adaptable in a rapidly changing environment with a passion to help customers build confidence in using digital banking solutions.
• Collaborative Team Player: You work closely with colleagues and specialists to follow through on commitments, recognizing that the best customer outcomes are formed from teamwork and taking ownership.
• Risk-Conscious: You understand the importance of compliance, risk management, and ethical conduct in safeguarding customer trust.

Job Requirements

• Hold a university bachelor’s degree in business, finance, banking, or a related field.
• At least 1-3 years of relevant experience in banking or financial services.
• Possess strong communication, interpersonal, and customer engagement skills.
• Ability to provide advisory solutions across banking products.
• Demonstrate a customer-centric mindset with a passion for delivering excellent service.
• Have strong attention to detail and an appreciation for risk and compliance requirements.
• Can understand customer needs and confidently recommend suitable banking products and solutions.
• Open to periodic rotation across branch locations based on business needs.
• Fluency in Chinese and relevant certifications in banking, wealth management, or financial advisory would be an advantage.

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

Apply now and make a Difference