Citi Citibank Berhad - Service Banker in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Education: Bachelor's Degree

  • Job Function: Sales

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17038002

Description

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.

Qualifications

  • Fresh graduate with at least a Diploma and/or 3 years working experience in the related field.

  • Able to converse in English.

  • Experience in the Customer Service will be an added advantage.