• Competitive
  • Shah Alam, Selangor, Malaysia
  • CDI, Plein-temps
  • Citibank Berhad
  • 13 déc. 17

Citibank Berhad KL - Service Banker (PCH)

Citibank Berhad KL - Service Banker (PCH)

  • Primary Location: Malaysia,Selangor,Shah Alam
  • Other Location: Asia Pacific
  • Education: Associate's Degree/College Diploma
  • Job Function: Customer Service
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17075233


Service Officer 2:
  • Responsible for the branch overall service quality; support the execution of process improvements and Problem Incidence resolutions.  He or she will work closely with Branch Operation and Service Manager (BOSM) to contribute on the implementation of initiative for branch service improvement through workflow and process improvements.
Compliance and Controls (20%):
  • Ensure staff fully complies with applicable legislation related to business operations and sales (e.g. operation standards, regulations, institutional policies & procedures and local regulations)
  • Work closely with the BOSM and Operation Department in periodic reviews to improve process efficiency and productivity
  • Utilize audit/control process to keep fraud/operation losses at minimum without affecting sales process and maintaining high levels of customer satisfaction
  • Ensure all Service RM/CSO are fully certified where relevant and attend all required trainings
  • Branch Governance/BCRI rating : Green
  • Be audit ready at all times and pass all internal & external audits without any major findings
  • Ensure all branches DCFC functions are cleared timely, documented and sign-off
  • Ensure all Sales Process are following through and controls are in place
  • Review the Level 1 & 2 tracking reports to ensure complaints are logged in diligently by Service RM/CSO
  • Identify any gaps and guide Service RM/CSO on the resolutions
  • Monitor all cases in eSMS are closed on a timely manner by the eSMS coordinator
Process Management (20%):
  • Ensure branch operational processes are properly understood with appropriate controls in place all the times e.g. Perform Manager's Control Assessment (MCA)
  • Carry out period reviews of process efficiency, actively propose opportunities for efficiency or greater ease of use to staff and customers
  • Ensure process manual are up to date e.g. Local Operation Procedure (LOP); and staff are trained and qualified in their use
  • Ensure all daily process control checklists (or similar) are properly maintained and any issues escalated in a timely manner
  • Review and identify opportunities for service/process improvements by develop/implement action plans jointly with business and operations/technology partners
  • Keep abreast with the latest process, regulations & policies. Update branch and ensure full compliance with all global, regional and local policies
Clients (40%):
  • To support branch in meeting branch acquisition goals (BM to input)
  • Develop and execute the branch service plan to maintain high service standards
  • Resolve customer complaints and issues efficiently Monitor quality and timeliness of customer service delivery to ensure client satisfaction
  • Manage a team of Service RM/CSO to ensure sufficient resources to support the RM/PB team and servicing of daily walk-in customers
  • To provide support and assistance in management of branch-related complaints to ensure effective complaint-handling (eSMS), to minimize business and franchise impact, escalating to BOSM where necessary
  • Practice Management by walking around to ensure customers are attended to, resources are sufficient and the banking hall is in tiptop condition
  • Maintain attentiveness to potential " red flag" issues associated with AML or fraud
  • NPS (TB) of 1 & NPS (WM) of 1
  • Active participation and support in every aspect of marketing acquisition activities i.e.  Marketing events, campaigns and product launches
  • Drive team to support all referral programs in line with the business directions
  • Drive Client 1st initiative and all customer service activities to uphold the service level and service values of Citibank
People Management (10%):
  • Responsible in executing the Service Competencies checklist and certifying all new hires that they are ready to be on the job
  • To ensure buddy/mentor for new hires and monitoring of the mentor and mentee progress
  • Perform capacity analysis and recruitment to ensure sufficient support of service against sales
  • Coordinator trainings to both new hires and existing staff to ensure staffs are equip with the knowledge to handle day-to-day operations/process
  • To conduct bi-yearly discussion with staff on goal setting and job expectations and performance review with bad performing staff
  • Responsible for Service staff VOE score of > 70% and attrition rate of
  • Continuous service education via service hurdles e.g. relate customer service case studies and share best practice
  • Delegate duties and job rotation to increase the productivity of the staff
  • Approve annual leave request etc. from direct report
  • Deal with conflicts quickly and fairly
  • Act as a role model for the staff and ambassador for the Citi Brand
  • Knowledge Management (10%)
  • Keep conduct, banking operations and legal compliance knowledge up to date
  • Awareness of company policies and procedures
  • Keep up to date with bank systems and technology


  • Relevant Degree or Diploma
  • At least 2-3 years of Banking or customer service related experience in managing affluent customers
  • Strong command in spoken & written English
  • Ability to speak in Mandarin/Cantonese and local dialect is an added advantage