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Service Executive

Posting Date:  07-Dec-2022
Location: 

Ho Chi Minh City, N/A, VN

Company:  UOB Ho Chi Minh City

JOB PURPOSE

1. Ensure well understand and completed all tasks in accordance with the operational procedures, key control standards, Group Policies and Regulatory

2. Ensure to provide a professional, warm welcome and support to all visit clients

3. Ensure all tasks are completed within the stipulated turnaround time and accuracy

4. Positively and substantially perform delegated responsibilities. Ensure handling clients in a professional manner by assisting their needs and responding inquiries promptly and effectively

5. Well understand on the bank processes, products, services, and campaigns to ensure bringing clients the best solutions with high satisfaction.

6. Implement instructions from line Managers in order to self-develop, and follow the bank’s strategy and the team’s plans to achieve high results.

KEY RESPONSIBILITIES

Well understand and strictly follow/ comply with Group Policies, relevant Standard of Operation Procedures, Guidelines, to ensure transactions/ inquiries are being handled, processed, and advised properly and accurately.

2. Handle all booking on Privilege banking rooms/ transactions. Be well organized, and prepared to provide a great welcome to clients.

3. Ensure to be a back-up and have a back-up among the team when not available at the working area

4. Handle requests of account services, including account opening, maintenances, or closure correctly with proper check, obtain required documents, and book on system(s)

5. Understand on the bank’s products, services, and promotion campaigns in order to provide highest standard customer services, meet customers’ expectations, and/ or explore customers’ needs to cross-sell the bank’s products & services

6. Follow counter procedures when handle Telling transactions. Ensure transactions are processed accurately

7. Handle cash service carefully, and ensure cash movement is recorded fully, teller cash is checked and balanced at EOD

8. Handle customer’s inquiries/ complaints properly. If necessary, contact relevant Teams for assisting with more information; or escalate to Team Leader/ Manager for further support

9. Handle branch services’ activities, including bank statement issuance, bank confirmations, instructions from clients for remittance/ Trade operations/ Loan operations, and lending related transactions, etc

10. Ensure to have proper back-up/ be ready for being a back-up to team members during lunch time/ staff leave/ training or when required/ assigned

11. Cross-check daily reports at the day end/ next working day

12. Complete relevant reports as required

13. Report/ escalate to Team Leaders/ Manager timely if there is any incident/ issues happened or found

14. Process/ scan signatures and documents on appropriate systems accurately

15. Participate on contributing ideas for improving services/ process/ risk control/ or cost saving matters

16. Participate on the bank’s activities, Business Continuity Plan, and any program as informed/ requested by Team Leads/ Management

17. Assist the bank’s administrative duties and other ad-hoc tasks as assigned by Team Leads/ Managers

 

Money Laundering Prevention

1. Fully understand and strictly comply with money laundering prevention requirements.

2. Undertake training on AML at least once every 12 months

3. Follow money laundering prevention reporting procedures and report to AML officer should there be any money laundering related issues (UAR etc.)

 

CONTRIBUTION

 

1. Upkeep the brand promise of UOB.

2. Safe and smooth daily operations of the bank.

3. Overall good image and reputation of the bank (professional appearance, dress code, communication and attitude)

4. Improvement of service quality of the bank

5. Bank’s revenue and cost saving efforts

6. Good relationship with internal and external customers.

7. Improvement of working efficiency of processing units.

 

KEY MEASURES (for grading purpose)

 

As defined in the Individual Performance Assessment in the following manner:

1. Branch Operations - Productivity and Efficiency

2. Customer Service Delivery – Compliments, Complaints, NPS and Service level measures

3. Operational Processes – Compliance with stipulated procedures

4. Risk / Audit / AML – Review by R&A, IA, external auditors, SBV.

5. Business Performance – GCDV BSC

 

AUTHORITIES

 

1. Core Banking System Approving Limits

2. Branch Matrix (if relevant)

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