Job description

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 ResponsibilitiesCustomer 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 ProfileEducation
 

• 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