A degree or professional qualification in a banking-related discipline is required.
Strong interpersonal and communication skills are required.
A high level of customer service orientation is required.
A high level of accuracy and attention to detail is required.
Proficiency in computer systems and software applications, including Microsoft Windows and Microsoft Office, is required.
Awareness of laws and regulations relevant to branch banking is required.
Responsibilities
Greet and assist customers with inquiries and transactions.
Provide accurate and prompt information about RHB products and services.
Support implementation of customer service initiatives within the branch.
Maintain high standards of customer service quality and consistency by following retail banking service and operational guidelines and effectively using customer service tools and technologies.
Collaborate with product teams, other departments, and operations to address customer needs and improve service delivery.
Ensure customer complaints and issues are resolved promptly, escalating complex or sensitive complaints to a supervisor for immediate attention and resolution.
Collaborate with internal stakeholders to ensure complaints and issues are resolved promptly.
Support daily branch operations and, when resources are inadequate, operations at other branches; verify customer identification and authorization and documentation for transaction requests; handle cash deposits, withdrawals, and reconciliations; open accounts; maintain accurate transaction records and documentation; and perform other activities prescribed in the Branch Operational Manual.
Collaborate with branch staff and the sales team to ensure efficient operations and excellent customer service.
Ensure compliance with regulatory requirements, risk management protocols, and internal bank procedures within the branch.
Job Description
Customer Service Management
Greet and assist customers with their inquiries and transactions.
Provide accurate and prompt information about products and services offered by RHB
Support implementation of customer service initiatives within the Branch
Maintain high standards of customer service quality and consistency by adhering to Retail Banking service and operational guidelines as well effective use of customer service tools and technologies
Collaborate with internal stakeholders such as Product team from various departments, operations to address customer needs and improve service delivery
Complaint Management
Ensure complaint and issue highlighted by Customer are being resolved timely. Escalate complex or sensitive customer issues/complaints to Supervisor for immediate attention and resolution.
Collaborate with internal stakeholders to ensure issues/complaints are resolve promptly
Branch Operations
Support the daily operations of the branch and other branches (in the event of inadequate resources) to ensure smooth functioning which includes the following activities:
Verify customer’s identification and ensure proper authorization and documentation for any transaction requests
Handle cash management tasks including deposits, withdrawals and reconciliations
Account Opening
Maintain accurate records and documentation for all transactions
Any other activities prescribed in the Branch Operational Manual
2. Collaborate with other branch staff and sales team to ensure efficient operations and excellent customer service
Regulatory Compliance and Risk Management
Ensure compliance with regulatory requirements, risk management protocols and internal bank procedures within the branch
Qualifications
Degree or professional qualification with banking related disciplines
Strong interpersonal and communication skills
High level of customer service orientation
High level of accuracy and attention to detail
Proficient in using computer systems and software applications (e.g. Microsoft Windows, Microsoft Office, etc.)
Awareness of relevant laws and regulations relating to Branch Banking
Additional Information
RHB is a dynamic organization that promotes a work culture of high performance, where its biggest asset, the RHB-ians, are continuously developed & nurtured to their fullest potential through its robust talent management practices.
At RHB, we take PRIDE in our people and our teams. Great relationships built on trust, a ‘leading it right’ environment, challenging assignments and a culture of excellence are the pillars to the dynamic and diversified workplace we call home.