Branch Operations Specialist Sg - Singapore - CIMB Group
Description
**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 510mins).
- 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.
- 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.
- Comply with regulatory requirements, internal P & P, CSUGs & SOP. Adhere to Governance, Risk Management and Compliance standards to achieve operational excellence.
Qualifications:
Minimally, a Diploma holder
Professional Qualification and/or Regulatory, Licensing Requirements
- Knowledge of customer service principles and practices Knowledge on basic Retail Banking products and services
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
- Serviceoriented
- Strong Communication skills
- Customer service oriented
- Team Player
- Meticulous
- Interpersonal skills
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