- Deliver exceptional customer service at Branches in accordance to internal service and operational guidelines
- Participate in implementation of any sales and service initiatives to drive business growth (e.g. Referrals, Introduction of Product Solutions to target segment, product campaigns, etc.)
- Support daily operations of the branch to ensure customer's transactions and/or account application are processed promptly and accurately
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 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
