Senior Officer, Branch Digital Executive

UOB

14h

About The Position

In line with our digital-first operating model, the Branch Digital Executive plays a pivotal role in bridging traditional banking services with digital transformation, ensuring seamless customer experiences across all channels. This involves helping walk-in customers with transactions, promoting digital banking solutions, and assisting them with processes such as e-form submissions and banking inquiries—ensuring their needs are met through both physical and digital channels. Providing Service Excellence (40%) • Engage and assist customers in both Service and Cash Zones. - Service Zone encompasses activities that are non-cash via digital or self-serve channels. - Cash Zone includes activities that involve cash transactions which cannot be completed through digital or self-serve channels. • Provide end-to-end service at both Service & Cash Zones to address customers' banking needs. • Be an advocate for Digital First, educating and assisting both individual and non-individual customers with their banking needs through digital and self-serve channels. • Respond promptly to customer queries and service requests, taking ownership of escalated or complex issues, and ensuring they are addressed effectively - escalating unresolved cases as needed. • Support service excellence initiatives to enhance customer experience and branch efficiency. Providing Advisory / Driving Business (30%) • Engage customers through in-branch interactions and outbound calls to identify banking needs and offer tailored solutions. • Provide advisory solutions in accordance with customer needs. Example UOB TMRW / BizSmart, Corporate loans, Housing loans, Deposit Acquisition and others for all segments. • Drive digital adoption by educating customers on the benefits and usage of UOB’s digital channels and services. • Support and perform account opening, guiding customers through both digital and physical channels to ensure a seamless and personalized start to their banking journey. Support Branch Operational & Risk Culture (30%) • Assist with the running of daily branch operations, such as checking of Account Opening, Branch Administrative duties and back-office activities for fulfillment of daily branch transactions. • Maintain a professional and organized workspace in line with the bank’s clean desk policy to ensure confidentiality and operational efficiency. • Maintain vigilance in operations, promptly escalate risk issues, and ensure full compliance with bank policies to safeguard customer and bank interests • Risk and control issues are adequately addressed and resolved on a timely basis. • Ensure that all relevant policies / frameworks and controls are complied with. Self-Development • Participate in structured upskilling programs such as digital tools training, customer service workshops, and product knowledge sessions as part of continuous upskilling to develop the competencies necessary for delivering high service standards. • Additional responsibilities may be assigned by the Branch Manager or Deputy Branch Manager to support branch goals

Requirements

Diploma/Degree in Business, Finance, or related field.
Strong communication and customer service skills.
Ability to provide advisory solutions across banking products.
Comfortable with digital tools and promoting digital adoption.
Detail-oriented with good organizational and compliance awareness.
Periodic rotation across different branches based on business needs
Customer-focused, adaptable, and committed to continuous learning

Responsibilities

Engage and assist customers in both Service and Cash Zones.
Provide end-to-end service at both Service & Cash Zones to address customers' banking needs.
Be an advocate for Digital First, educating and assisting both individual and non-individual customers with their banking needs through digital and self-serve channels.
Respond promptly to customer queries and service requests, taking ownership of escalated or complex issues, and ensuring they are addressed effectively - escalating unresolved cases as needed.
Support service excellence initiatives to enhance customer experience and branch efficiency.
Engage customers through in-branch interactions and outbound calls to identify banking needs and offer tailored solutions.
Provide advisory solutions in accordance with customer needs. Example UOB TMRW / BizSmart, Corporate loans, Housing loans, Deposit Acquisition and others for all segments.
Drive digital adoption by educating customers on the benefits and usage of UOB’s digital channels and services.
Support and perform account opening, guiding customers through both digital and physical channels to ensure a seamless and personalized start to their banking journey.
Assist with the running of daily branch operations, such as checking of Account Opening, Branch Administrative duties and back-office activities for fulfillment of daily branch transactions.
Maintain a professional and organized workspace in line with the bank’s clean desk policy to ensure confidentiality and operational efficiency.
Maintain vigilance in operations, promptly escalate risk issues, and ensure full compliance with bank policies to safeguard customer and bank interests
Risk and control issues are adequately addressed and resolved on a timely basis.
Ensure that all relevant policies / frameworks and controls are complied with.
Participate in structured upskilling programs such as digital tools training, customer service workshops, and product knowledge sessions as part of continuous upskilling to develop the competencies necessary for delivering high service standards.
Additional responsibilities may be assigned by the Branch Manager or Deputy Branch Manager to support branch goals