Branch Service Senior Officer

About UOB

United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values – Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

About Department

The Channels & Digitalization function enables end-to-end seamless connectivity for UOB customers across all physical and digital touchpoints of the Bank. Designed to be in tune with our customers’ banking preferences, we strive to enhance engagement and deliver exemplary experiences across our network of branches, self-service machines and digital platforms. We collaborate with FinTech ecosystem partners to keep abreast of developments in the FinTech innovation space and to embed ourselves in our customers’ lives. We also harness customer insights to help us deliver new business models and digital innovations, and to build deeper relationships with our customers.

Responsibilities

Ensure the services delivered to the customers are efficient and courteous.

Operation: Overall in charge of branch operations activity

• Approves financial transactions if the transaction hits override conditions (under Checker role only)

• Perform maintenance functions (under Maker Checker role) such as change of demographic, account related requests, block status placement & uplift and account closure.

• Handle customer inquiries, refer leads/ queries to appropriate distribution channels, attend to and resolve quick kills.

• Handle complains and investigations.

• Supervisory role and may act in place of the BOM during absence; assist BOM on ad-hoc assignments.

• Senior vault custodian

• Ensure staff compliance to bank policies, procedures and branch controls.

• Keep up to date on operational compliance, new banking products and services.

• Be audit ready at all times and pass audit rating (internal & external)

Service standardization at highest level.

• Service standard and quality upheld in the highest level.

• Ensuring max level of customer experience and satisfaction at branch

• Ensuring customer feedback is handled with care and efficient.

• Recommend appropriate actions to identified problems as needed.

People Management

• Provide coaching and on-the-job training to ensure staff are equip with job knowledge.

• Support back operations on Unmanned Channels (ATMs, CDMs, check collection and GL investigations) under Checker role

• Back up BOM and related tasks

Others:

• Assume responsibilities of registered key / combination holder.

• Handle regulatory reports on cash and vault in accurate and timely manner.

• Other tasks/project assigned by BOM from time to time.

• Moderately complex workflow analysis of departmental system, workforce and procedures in coordination with the Customer Service Function.

• Meticulous with aptitude for numbers

• Efficient, organized with good analytical skills.

• Customer service oriented with good communication and problem solving skills.

Be a part of UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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