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Overview

The Senior Executive is responsible for managing and resolving customer inquiries across Hong Leong’s online channels. This role ensures that all e-service interactions are handled with precision, speed, and a customer-first mindset. Beyond daily operations, the successful candidate will identify service gaps and advocate for process improvements to elevate the overall digital banking experience.

The successful candidates will report to the Manager of Alternative Channels (E-Services).

Key Responsibilities and Accountabilities

Functional (job responsibilities)

• Manage and resolve all incoming secured and unsecured emails via Hong Leong Connect, ensuring all queries are addressed within the agreed turnaround time
• Act as a subject matter expert to effectively troubleshoot, respond to, and resolve customer requests or complex complaints.
• Maintain a high standard of written communication, ensuring responses are professional, accurate, and aligned with the bank’s tone of voice.
• Deeply understand key operational processes to recommend proactive solutions or alternatives that enhance service delivery.
• Execute rigorous follow-ups on outstanding customer cases to ensure a seamless end-to-end experience and high satisfaction scores.

Jobholder Requirements

Malaysian citizen. 

Education/Qualification

Bachelor’s Degree in any discipline.

Experience/Requirements

• Candidates from Call Center or Banking backgrounds are highly preferred.
• Candidates without Banking/Call Center experience must possess at least 2 years of intensive Customer Service experience.
• Displays a high sense of urgency, accountability, and a "customer-centric" philosophy.
• Exceptional written and verbal communication skills to manage professional digital correspondence.
• Ability and willingness to work on Public Holidays as required by the business.

Realise your full potential at Hong Leong Bank by applying now.