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 September 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.

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