To Provide accurate Citibank services to customers and perform prudent financial transactions and cash handling activities.
Clients (50%):
Perform financial transactions over the counter that includes encashments, deposits, withdrawals, remittances, etc.
Handle customer enquiries and refer leads/queries to appropriate distribution channels; attend to and resolve ‘quick kill’ queries when necessary
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
To access and identify leads from various sources/channels as sales referrals in support of acquisition effort
Manage queue and ensure prompt and accurate service to customers
Establish relationship with customers and facilitate their satisfaction and loyalty to Citibank
Provide information on bank products and services and identify cross-selling opportunities
Provide currency information and perform foreign exchange
Maintain attentiveness to potential “red flag” issues associated with AML or fraud
NPS (TB) 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 (40%):
Exercise care and diligence in the course of duty for detection of counterfeit notes and TCs, forgery, fraudulent transaction, money laundering, etc.
To accurately verify customer’s signature and identity before processing a transaction
Comply with Citibank policies and procedures to ensure security of bank’s and customers’ assets:
Compliance to local regulatory guidelines eg. FEA, form P & R and etc.
AMLA
US Sanctions policies
SDN screening
Interview customer on Large Cash Deposit/Withdrawals and ensure Large Cash Transaction Forms are duly completed in a timely manner
Perform callback verification on check encashments and MPP (Manual Processing Payment)
Balance general ledger, e.g. tally physical cash and system statement daily
Assist in investigations relating to cash transactions/services
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.
Assist in Risk and Control Self Assessment (RCSA) on a quarterly basis
Post correct entries and verify customer information prudently and accurately
Keep up to date with operational compliance, new banking products and services
Branch Governance/BCRI rating : Green
Be audit ready at all times and pass all internal & external audits without any major findings
Paperwork & Administration (10%):
Assist in the analysis of customer trends to enhance sales and service management process, e.g. generate daily Manual Initiated Statistics (MIS)
Assist in processing the Unmanned Channels such as ATMs, CDMs, Checks Machines and Drop Boxes on which includes:
GL reconciliation
Processing of checks
Investigation/ESMS follow up and inquiries
Generate month end Proofs Report and review any outstanding transfer
Assist in gathering sources for MCA testing on a quarterly basis
Assist in vault cash & tel-key/combination management by taking on Head Teller functions
Support and back-up Teller for other branches
Perform sanity & COB testing
Capture image and index of every transaction
Perform housekeeping duties, e.g. destroy sources after a certain period
Assist in the processing of check/cash deposits in the 24 hours banking area
Participate in and sometime lead the “ daily huddle” before branch opening
Perform housekeeping and ensure sufficient supply of stationeries for the department (P2P)
Balancing & reconciliation on numbered forms
Upkeep the Citigold Center as well as general tidiness of department to project a professional image
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
Qualifications
Possess good command of BM & English
Self Initiative
Good in Microsoft Word, Excel and Powerpoint
Teamwork
Proactive
15 February 2019
Location:
Malaysia
Corrientes Kuala Lumpur
Work type:
Full time
Sector:
Banking and Financial Services
Profession:
Other
PLEASE! No enquiries from Recruitment Agencies or Headhunters.
Only direct applications will be considered.
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