MYS Citibank Berhad Penang Universal Service Banker

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MYS Citibank Berhad Penang Universal Service Banker-18064999

Overall purpose: 

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


  • Strong team player, multitasking, experince in cs, confident to face customer
  • Able to handle customer complaint
  • Good command of English and Hokkien

8 October 2019
Location: Malaysia Corrientes Kuala Lumpur
Work type:
Full time
Banking and Financial Services
PLEASE! No enquiries from Recruitment Agencies or Headhunters.

Only direct applications will be considered.

This career opportunity is no longer open.
Please search for current vacancies here.

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