Job Description

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Responsibilities:

Strategy and Planning

• Responsible to ensure proper screenings, due diligence Know-Your-Customer (KYC) are conducted as per Bank P& P and regulatory requirements during onboarding and during customers\' transactions.
• Responsible for Branch service quality, customers\' satisfaction and service excellence.
• Ensure Key Performance Indication (\xe2\x80\x9cKPI\xe2\x80\x9d) & Key service index set by the bank is met. (90% of customer served within 5-10mins)
• Working closely with different departments on initiatives to improve Branch service delivery in support of customers\' financial needs.
• Responsible for all AML/CFT, risk management, compliance and audit matters as a Client Service Executive (\xe2\x80\x9cCSE\xe2\x80\x9d) targeting a Good/Satisfactory rating.
• Ensure Branch operations service, customers\' satisfaction and service excellence at all touchpoints.

Business Performance and Management

• Ensure customers are served professionally and efficiently.
• Attend to all customer enquiries on banking products and service promptly.
• Be customer obsessed and deliver excellent customer banking experience.
• Handle customer complaints and queries and escalate to Superiors/Management for review.
• Adhere to regulations, Internal Policies and Procedures, Customer Service User Guides and SOP of the Bank.
• To respond to customers\' general Insurance and wealth products enquiries.
• Assist with administration of Portfolio Financing and Premium Financing related documents.
• Preparing daily branch activity tracking and reporting.
• Ensure clean desk policy and staff are dressed professionally at all times.
• Any other responsibilities / tasks as assigned by the Management from time to time.

People Management

• Monitors branch service to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
• Work closely with other departments regarding administrative matters in branch and customer transaction matters.
• To attend relevant courses for upskilling.
• Ensure staff are dressed professionally and branch premise is well kept and clean.

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

• Computer literacy (especially Excel)
• Problem solving
• Relevant customer service experience preferred
• Organizational skills

Personal Skills (Soft Competencies)

• Excellent customer service skills
• Teamwork and collaboration
• Good command of English, verbal and written
• Meticulous
• Approachable, helpful, and patient
• Interpersonal skills

CIMB