CIMB | Branch Operations Specialist SG
4 days ago
Responsibilities:
Strategy and Planning
Assist CSM/ASM to manage the branches and provide guidance to branch operations and service network.
Exceptional time management, communication and excellent customer service skills.
Responsible for all AML/CFT, risk management, compliance and audit matters as a Customer Service Executive (“CSE”) targeting a Good/Satisfactory rating.
Ensure Branch operations quality, customers’ satisfaction and service excellence at all touchpoints.
Ensure Key Performance Indication (“KPI”) & Key service index set by the bank are met (eg 90% of customer served with 5-10mins).
Business Performance and Management
Perform daily banking transactions at the branch, including teller duties accurately and efficiently. Manage the cash activities at the branch.
Attend to all customer enquiries on banking products and service promptly.
Be customer obsessed and deliver excellent customer banking experience.
Handles clerical and administrative duties.
Adhere to regulations, Internal Policies and Procedures,
Customer Service User Guides and SOP of the Bank.
Keeping a clean desk policy and professional appearance.
Be professional in engaging customers and always be courteous (i.e. Greet, Service/Smile & Thank you).
Handle currency, transactions and confidential information in a responsible manner. Maintaining and balancing cash drawers and reconciling discrepancy.
Inform customers about bank products and services.
To undertake any other duties which may be assigned by the Head of Department & supervisors from time to time.
Perform the needed security checks e.g. keeping a look out for counterfeit, validate customers’ identities/signatures. If staff has detected any fraud, to follow the Bank’s protocol.
Complete required daily tasks e.g. checking of advices/vouchers and balancing cash position.
People Management
Monitors branch service, provide coaching and supervision to Officers to achieve standards set by the bank. Maintain department discipline and morale so that the department staff functions as a team.
Ensure staff are dressed professionally and branch premise is well kept and clean.
To attend relevant courses for upskilling.
Compliance
Comply with regulatory requirements, internal P & P, CSUGs & SOP.
Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.
Requirements:
Qualifications
Minimally, a Diploma holder
Professional Qualification and/or Regulatory, Licensing Requirements
Proficient in relevant computer applications
Knowledge of customer service principles and practices
Knowledge on basic Retail Banking products and services
Relevant Work Experience
At least 1 year of tellering and/or branch banking experience
Technical/Functional Skills
At least 1 year of tellering and/or branch banking experience
Organizational skills
Knowledge of proper cash handling procedures
Attention to detail
Strong mathematical skills
Personal Skills (Soft Competencies)
Service-oriented
Strong Communication skills
Customer service oriented
Team Player
Meticulous
Interpersonal skills
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