Universal Banker

• Universal banker staffs are responsible for executing financial transactions such as deposits, withdrawals, and fund transfers accurately and efficiently.
• Universal bankers resolve customer inquiries and provide essential banking services professionalism. They play a vital role in supporting the sales team by identifying referral opportunities and providing the operational processes.
• Additionally, they must strictly adhere to compliance and security to mitigate risks and ensure the integrity of every transaction.

Strategy

• Custodian to key and combinations settings including but not limited to Treasury Cash/Vault/ATMs/ valuable stationery (card/cheque) (if applicable) in accordance with the relevant policies, DA and procedures.
• Process all daily branch transactions (for customers) accurately.
• Support Branch Operations team (cash and non- cash) in generic.
• Generate new sales / acquisition opportunities through referral tag on.
• Implement instructions from line Manager to develop and maintain highest achievable standard of customer service.

Business

• Assist in marketing new products and services to active and non-active customers and seeking referrals from client base through day to day dealing with customers in and outside the bank.
• Take part in the process for management of customer relationship improvement by giving customer’s feedback to managers and related relationship managers to work out service approach.
• Carry out accurate and fast investigations to ensure the objectives are met for both service and operations in accordance with service standards.
• Complete CDD related documents for ETB client.
• Take part in the process for management of customer relationship improvement by giving customer’s feedback to managers and related relationship managers to work out service approach.
• To reconcile sundry/suspense accounts in accordance with the system policy.
• Other administration tasks assigned from line Manager, Branch Director, Branch Manager, Head of Branch Operations & General Manager Priority, Deposits & Distribution Priority Branch Operation.

Processes

• Process all daily branch transactions for all customer segments accurately.
• Positively and substantially perform delegated responsibilities to ensure high-quality service, maintain partnerships with customers and facilitate well defined and error free processing for all products and services.
• Perform service quality functions to assist managers in improving working efficiency and quality via records and reports.
• Handle customer’s enquiries about Bank’s product & services at counters/phone/ email
• Handle cash pick up delivery to customer (s) and other bank(s)
• Ensure the CIT service as well as card delivery service delivered smoothly to customer and zero complaint from both internal & external parties.
• Assist & backup another team member to count bulk cash.
• Assist & backup Universal Banker_ in charged main cash to arrange bulk cash in and out vault and ensure the security at bulk cash room and vault area adhered.
• Coordinating with other departments: CMO, Liabilities Operations, Liabilities Servicing and Transacting, CDD… to handle general mass market customers’ related issues.
• Report and response customer’s transaction/ profile to reconciliation team.
• Perform service quality functions in improving working efficiency and quality via daily activities as card / bank statement delivery to customer (s)
• Back up each other on lunch/leave/ML/training.
• Participate in Business Continuity Plan testing whenever required.
• Fully understand and strictly comply with Group policies, work procedures and local regulatory requirements
• Process various transactions over the counter (cheque book issuance, TD/ TSD/ FD deal setup, inhouse fund transfer, epos scanning…etc.)
• Process and hand over all instructions taken from customers over the counter to the relevant units.

People & Talent

• Assist in attending to customers (over the counter) in their queries and complaints.
• Assist in investigating customers’ (over the counter) issues & complaints.
• Assist in revenue generation through active tag on and refer potential customer to sales.
• Ensure all entries, records, and reports in storage space.
• Assist in branch administrative duties and other ad-hoc & miscellaneous activities as assigned by the line Manager.
• File all entries, records, and reports in storage space.
• Assist in investigating processing errors.
• Custodian to keys and combination settings including but not limited to Treasury Cash Vault /ATMs/ CDMs/ Main door/valuable stationery (card/PIN/Cheque…) (if applicable) in accordance with the relevant policies and procedures.
• Above the standards, the Bank may assign other duties from time to time subjected to operational requirements.

Governance

• Fully understand and strictly comply with money laundering prevention requirements.
• Ensure full compliance with group policies, local laws, regulatory requirements, and internal procedures.
• Ensure adhere to regulatory requirements in handling pre- and post-transaction activities.
• Undertake training on MLP at least once every 24 months.
• Follow money laundering prevention reporting procedures and report to business Legal & Compliance Advisor / Country MLPO should there be any money laundering related issues (STR etc.)

Risk Management

• Ensure compliance with Group Policy and Standards, local laws and regulations, controls and procedures of the Bank and regulatory requirements pertaining to Money Laundering and KYC.
• Participate in and/or support the Bank's effort in combating money-laundering activities.
• Exercise due care and diligence on matters related to Money Laundering and KYC in the day-to-day operations, which include account opening and reviews, transaction monitoring, reporting suspicions, client communication, implementing new requirements, updating and revising operating procedures, acquire relevant knowledge and training, provide support to superior and subordinates.

Key stakeholders

Internal:

• Branch Operations Manager & Chief Teller on daily transactions and operational matters
• Liabilities Operations, Lending onboarding and wealth management staff for daily operational.
• Branch Manager and staff for services, system and operational risk related matters
• Branch Operations Manager for guidance and discretionary/authority matters
• Senior Manager, Operations for guidance and discretionary/authority matters
• Dealers (Global Market) on exchange rates
• Payments Services Department staff on TT, Cheques,
• IT Manager/Officer on technical matters
• Branch & Bank staff (Branch Sales and Service Executive & Relationship Managers etc.)
• Risk management and Internal Audit…
• Other back-office teams….

External:

• Customers on transactional requests, queries, feedback and complaints.
• Dealing with other banks/ State Bank of Viet Nam/ State Bank of regions… regarding daily cash needs.

Other Responsibilities

• Perform any other duties or ad-hoc assignments as delegated by the Branch Manager/ Branch Operation Manager from time to time
• Act as backup to other colleagues or operations roles when required to ensure continuity of operations.
• Participate in branch, country, or group initiatives, projects, and operational reviews as assigned.
• Support audit reviews, regulatory examinations, and management reviews by providing accurate and timely information.
• Ensure operational issues, incidents, and system-related problems are promptly reported, escalated, and followed through to resolution.

Qualifications

• Education - Bachelor’s degree in a related field
• Certifications - Certificate of cash counting issued by the State bank of Viet Nam
• Languages - Vietnamese, English are mandatory

Skills and competencies

• English
• Banking software& Mircosoft office
• Problem-solving& decision-making abilities
• Bank Account Features and Services
• Electronic Banking Products
• Addressing Customer Needs
• Customer Support Policies, Standards and Procedures
• Regulatory Environment Financial Services
• Anti Money Laundering Policies & procedures
• Effective Communication
• Customer Retention
• Customer Interaction