Job Description
We are looking for a customer‑centric Personal Banking Service Advisor to join our Retail Banking branches. This role focuses on delivering exceptional service to walk‑in customers, handling day‑to‑day banking requests, and building long‑term customer relationships, while supporting measured sales and cross‑sell objectives (50% PBA target) in line with bank policies and Sharia guidelines.
Key Responsibilities Customer Service
Deliver high‑quality service to walk‑in personal banking customers
Handle customer inquiries, complaints, after‑sales transactions, and service requests
Provide accurate information and advice on asset, liability, and fee‑based products
Ensure complete and correct documentation for all applications and requests
Maintain strong customer relationships and support customer retention
Sales & Relationship Management
Identify customer needs and proactively recommend suitable banking products
Support branch sales objectives through cross‑selling and upselling opportunities
Follow up on campaign leads and refer potential customers to relevant banking segments
Promote additional products to increase customer product holding ratio
Compliance & Controls
Ensure strict adherence to bank policies, procedures, and Sharia guidelines
Maintain accurate records and keep systems updated with customer information
Ensure timely, error‑free processing of customer requests
Safeguard confidential documents and negotiable instruments at all times
Key Performance Indicators
Customer satisfaction and complaint resolution
Service turnaround time and accuracy
Sales and cross‑sell achievements
Compliance, audit, and documentation quality
Candidate Profile Education
High School / University Graduate (preferred)
Strong proficiency in English
Experience
Minimum 2 years’ experience in customer service or sales
Experience in banking or financial services preferred
Proven performance in customer handling and service delivery
Skills & Competencies
Excellent interpersonal and communication skills
Customer‑focused mindset with a positive service attitude
High attention to detail and ability to work under pressure
Sales awareness and ability to identify cross‑sell opportunities
What We Offer
Competitive salary package
Strong emphasis on work‑life balance and employee wellbeing
World‑class Learning & Development platform and career growth opportunities
Generous annual leave entitlement and Private Healthcare
Preferential banking facilities for employees