Branch Operations Specialist Sg

1 day ago

Singapore CIMB Group Full time

**Job Purpose**:
Providing exceptional service to our customers by handling routine tasks such as accepting/withdrawing deposits, processing payments/transfers etc with accuracy and efficiency. Resolve any complaints or account discrepancy and responding to customers’ queries professionally.

**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. (ie 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**:

- Minimum Diploma Holder
- At least 2 years of tellering and/or branch banking experience
- Knowledge of customer service principles and practices
- Knowledge on basic Retail Banking products and services

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