Key Responsibilities
Providing Service Excellence
- Engage and assist customers in both Service and Cash Zones.
- Deliver end-to-end service at Service (non-cash/digital) and Cash Zones for all customer banking needs.
- Educate and assist customers on digital and self-serve channels, promoting a Digital First approach.
- Respond promptly to customer queries and service requests, taking ownership of escalated or complex issues and escalating unresolved cases as needed.
- Support initiatives to enhance customer experience and branch operational efficiency.
Providing Advisory
- Engage customers through in-branch interactions and outbound calls to identify banking needs and provide tailored solutions.
- Deliver advisory solutions across a range of banking products, including account opening guidance through digital and physical channels.
- Drive digital adoption by educating customers on the benefits and usage of UOB's digital services.
Branch Operations & Risk Culture
- Assist in daily branch operations, including account opening checks, branch administrative duties, and back-office transaction fulfillment.
- Maintain vigilance in operations, promptly escalate risk issues, and ensure full compliance with bank policies.
- Ensure risk and control issues are addressed and resolved timely, complying with all relevant policies, frameworks, and controls.
Self-Development
- Participate in structured upskilling programs such as digital tools training, customer service workshops, and product knowledge sessions.
- Take on additional responsibilities assigned by Branch Manager or Deputy Branch Manager to support branch goals.
