Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
Other Location: Asia Pacific
Education: Bachelor's Degree
Job Function: Sales
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17007794
Role Profile: Service Banker Overall purpose: To attend to walk-in customer in the Branch for banking services, account opening and credit card collection. His/her responsible include supporting a team of Relationship Manager in customer transactions & service related matters, resolve customers' issues and advising them accordingly. She is also responsible in handling branch related processes/housekeeping including adherence to compliance sales processes of the department. He or she will work closely with Branch Service Manager or Branch Operation & Service Manager (BOSM) to contribute on the implementation of initiative for branch service improvement through workflow and process improvements. Clients (50%)
Attend to customers and assist them in various banking transactions as needed or resolve issues highlighted by them immediately and accurately.
Identify and understand customer needs through active listening and effective communication.
Attend opening accounts for walk-in customers and accounts solicited out-of-branch by the RM.
Support credit card embossing & collection.
To access and identify leads from various sources/channels as sales referrals in support of acquisition effort.
Provide information on bank products and services and identify cross-selling opportunities
Manage customer queue and divert traffic to appropriate channels
Establish relationship with customers and build their satisfaction and loyalty to Citibank.
Produce all correspondences e.g. letter of reference, inquiries, within specified turnaround.
Actively participate in all customer service activities to uphold the service level and service values of Citibank.
Maintain attentiveness to potential " red flag" issues associated with AML or fraud
NPS (TB) of 1 & NPS (WM) of 1
RM Support (10 %)
Work as a team with CitiGold Relationship Managers (RM) to solicit sales by identifying cross-sell opportunities among existing customers, as well as relationship deepening.
Assist RM to review on the overdrawn accounts and over limit Credit Card account and perform service call.
Assist on the change of RM/Portfolio (on RM's resignation) by reaching out to customers and reemphasize on back up RM and team concept to minimize the impact of change.
Assist to handles customer's complaint referred by RMs, conduct investigation and provide complete and timely problem resolution.
Compliance & Control (20%)
Comply with Citibank policies and procedures to ensure security of bank's and customers' assets
Serve as a first line of defense by identifying fraudulent customers and unusual activities
Ensure sales compliance and follow up deals closed by the personal banking team
Ensure facilities are in order, e.g. lighting, branch alarm, phone recording devices, etc.
Keep up to date with operational compliance, new banking products and services
Ensure branch operational processes are properly understood with appropriate controls in place all the times e.g. Perform Manager's Control Assessment (MCA).
Branch Governance / BCRI rating : Green
Be audit ready at all times and pass all internal & external audits without any major findings
Paperwork & Administration (20%)
Upkeep the Citigold Center as well as general tidiness of department to project a professional image.
Perform housekeeping and ensure sufficient supply of stationeries and brochures
Balance cards of ATM, chequebook, credit cards and online security devices
Support new hires, e.g. set up system access, email, order name tag, etc.
Incoming mails management.
Batching of documents to relevant departments timely.
Respond to emails e.g. enquiries for information, customer feedback and issues etc.
Ensure all DCFC/eDCFC functions under their responsibilities are cleared timely and documented.
Process Investment & Insurance transaction and generate/compile MIS for the branch.
Assist to coordinate with RM on the monthly Surveillance report review (on monthly compliance report review)
Actively participate in all product & compliance training, huddles and team meetings and lead the huddle.
Serve as a Point Of Reference /service attachment to the junior/new RMs to ensure RM competencies level is certified before he/she is on the job.
Active participation and support in every aspect of marketing acquisition activities i.e. marketing events, campaigns and product launches.
Update all investigation cases into investigation Level 1 & 2 Tracking Report on timely manner.
Assist to coordinate on eSMS and revert with resolution within the timeline. Ensure daily review/clearance of the eSMS log-ins. Review and clearance of eSMS must be timely to achieve the standards set for eSMS customer request/complaint closures.
Maintaining adequate records, keeping an up to date filing system e.g. Management of safe deposit box and etc.
Dispose AIR & Feedback Loop cases within the timelines and ensure no overdue
Graduated and minimum 5 years branch banking experience