Providing Service Excellence
- Engage and assist customers across both Service Zone and Cash Zone to meet their banking needs.
- Deliver non-cash banking services through digital and self-serve channels within the Service Zone.
- Perform cash-related transactions within the Cash Zone for services that cannot be completed digitally or through self-service.
- Provide end-to-end service support across Service and Cash Zones to ensure a seamless customer experience.
- Actively advocate a Digital First approach by educating and assisting individual and non-individual customers on digital and self-serve banking solutions.
- Respond promptly to customer enquiries and service requests, taking ownership of complex or escalated issues and ensuring timely resolution or escalation when required.
- Support service excellence initiatives aimed at enhancing customer experience and improving branch efficiency.
Providing Advisory
- Engage customers through in-branch interactions and outbound calls to identify banking needs and recommend suitable solutions.
- Provide advisory support across banking products such as UOB TMRW / BizSmart, corporate loans, housing loans, deposit products, and other relevant offerings across customer segments.
- Drive digital adoption by educating customers on the benefits and usage of UOB's digital platforms and services.
- Support account opening activities by guiding customers through both digital and physical channels to ensure a smooth and personalized onboarding experience.
Supporting Branch Operations and Risk Culture
- Assist in daily branch operations including account opening checks, administrative duties, and back-office processing to support daily transactions.
- Maintain strong operational vigilance, promptly identify and escalate risk-related issues, and ensure compliance with bank policies and procedures.
- Ensure risk and control issues are addressed and resolved in a timely manner.
- Comply with all relevant policies, frameworks, and internal controls to safeguard customer and bank interests.
- Participate in structured upskilling and self-development programs, including digital tools training, customer service workshops, and product knowledge sessions, to continuously enhance service standards.
- Undertake additional responsibilities as assigned by the Branch Manager or Deputy Branch Manager to support branch objectives.
