Job Description

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Responsibilities:

Strategy and Planning

• Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
• Exceptional time management, communication and excellent customer service skills.
• Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive (\xe2\x80\x9cCSE\xe2\x80\x9d) targeting a Good/Satisfactory rating.
• Ensure Branch operations quality, customers\' satisfaction and service excellence at all touchpoints.
• Ensure Key Performance Indication (\xe2\x80\x9cKPI\xe2\x80\x9d) & Key service index set by the bank are met. (eg 90% of customer served with 5-10mins).

Business Performance and Management

• 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!)
• Handle currency, transactions and confidential information in a responsible manner. Maintaining and balancing cash drawers and reconciling discrepancy.
• Inform customers about bank products and services.
• To undertake any other duties which may be assigned by the Head of Department & supervisors from time to time.
• Perform the needed security checks e.g. keeping a look out for counterfeit, validate customers\' identities/signatures. If staff has detected any fraud, to follow the Bank\'s protocol.
• Complete required daily tasks e.g. checking of advices/vouchers and balancing cash position.

People Management

• Monitors branch service, provide coaching and supervision to Officers to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
• Ensure staff are dressed professionally and branch premise is well kept and clean.
• To attend relevant courses for upskilling.

Compliance

• Comply with regulatory requirements, internal P & P, CSUGs & SOP.
• Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.

Requirements:

Qualifications

• Minimally, a Diploma holder

Technical/Functional Skills

• 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

Personal Skills (Soft Competencies)

• Service-oriented
• Strong communication skills
• Customer service oriented
• Team player
• Meticulous
• Interpersonal skills

CIMB