Branch Service Executive (Banking)

Our client is a financial institution and they have many openings for the Branch Customer Service Executive - Banking position

The Branch Customer Executive is a hybrid, front-line role designed to bridge traditional branch banking with digital transformation. Operating within a digital-first model, this position requires managing physical over-the-counter transactions while actively educating retail and corporate clients to adopt digital banking solutions.

Responsibilities

1. Service Excellence

• Service Zone (Non-Cash): Act as a digital advocate, educating and assisting individual and corporate customers with e-form submissions, self-serve kiosks, and mobile banking applications.

• Cash Zone (Over-the-Counter): Handle cash transactions that cannot be completed through digital or self-serve channels.

• Issue Ownership: Promptly respond to customer queries, take ownership of escalated or complex issues, and effectively resolve or escalate them as needed.

2. Business Advisory & Sales Driving

• Needs Identification: Engage walk-in customers and conduct outbound calls to identify their financial goals and banking needs.

• Product Advisory: Provide tailored financial solutions across all customer segments, including digital tools (e.g.,Bank App), corporate loans, housing loans, and deposit acquisition.

• Account Opening: Support and perform the full account opening process, guiding customers seamlessly through both physical and digital onboarding.

3. Branch Operations & Risk Compliance

• Administration: Assist with daily branch operations, including checking account opening documents, administrative duties, and back-office transactional fulfillment.

• Risk & Control: Maintain high vigilance to identify and escalate operational risks promptly, ensuring full compliance with bank policies, regulatory frameworks, and clean-desk policies.

4. Continuous Self-Development

• Participate in structured upskilling programs (digital tools, customer service workshops, product knowledge) and accept additional duties assigned by the Branch Manager to meet branch goals.

Requirements

• Education: Diploma or Degree in Business, Finance, or a related field.

• Digital Fluency: Highly comfortable utilizing digital tools and proactively promoting digital adoption to customers.

• Soft Skills: Strong communication, exceptional interpersonal skills, and a resilient, customer-focused mindset.

• Attributes: Detail-oriented, organized, highly adaptable to changing branch schedules/locations, and committed to continuous learning.

• Good personal grooming

This role is open to both candidates with no experience and experienced customer service professionals looking to pivot into banking.

• Work Schedule: Required to work on Saturdays based on branch operating hours.

  • Working on a Saturday entitles the employee to a day off on a weekday.

• Branch Deployment: Final branch allocation will be officially confirmed on the first day of work. Candidates must remain flexible as periodic rotation across different branches may occur based on business needs.

Applicants(customer-facing) from the Hospitality/ Hotels, Commercial/ Budget Airlines industries are most welcome to apply

Please send an updated resume to [email protected] if you are interested to apply for this position

Alfred Lai
EA Reg No: R1545971
EA License No: 21C0434