• Competitive
  • George Town, Pulau Pinang, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 23 Sep 17

Citibank Berhad - Service Banker Penang

Citibank Berhad - Service Banker Penang

  • Primary Location: Malaysia,Pulau Pinang,George Town
  • Education: High School Diploma/GED
  • Job Function: Sales
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 17058940


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


  • 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