The posting
Job Description Summary
The Branch Digital Executive drives seamless customer experiences by bridging branch banking services with digital solutions in line with our digital-first operating model. He/She supports customer transactions, digital adoption, and service enquiries while guiding customers through digital banking platforms and e-services.
Demonstrating a growth mindset, adaptability, and a commitment to continuous learning, he/she builds trusted customer relationships through needs-based conversations, connecting customers with suitable banking and wealth solutions to support customer acquisition, engagement, and business growth.
Key Responsibilities
Deliver Customer Service Excellence • Advocate UOB's Digital First strategy by educating individual and corporate customers towards digital and self-service banking solutions. • Provide timely, professional, and personalized assistance for customer enquiries and service requests. • Take ownership of customer issues, coordinating resolutions and escalating complex cases where necessary. • Support branch initiatives that enhance customer satisfaction, operational efficiency, and service excellence.
Drive Advisory-Led Banking and Business Growth • Engage Wealth and Corporate customers through proactive interactions and meaningful conversations to understand their financial needs and goals. • Introduce and connect customers with suitable banking, wealth, and financial solutions through needs-based recommendations. • Promote and educate customers on UOB's digital platforms, services, and self-service capabilities. • Support customer acquisition efforts through quality referrals and collaboration with product specialists and relationship managers. • Assist customers with account opening and onboarding journeys, ensuring a smooth and personalized experience across both digital and branch channels.
Foster Strong Branch Operations and Risk Management • Support daily branch operations and administrative duties such as ensuring accuracy in account opening, checking of reports, transaction processing and documentation. • Maintain vigilance by identifying, escalating, and managing operational and compliance risks. • Ensure adherence to all regulatory requirements, internal policies, and control frameworks to safeguard customer and bank interests. • Uphold a strong risk and control mindset by resolving and addressing issues on a timely basis.
Attributes We Value • Customer-Focused: You genuinely care about assisting customers and consistently seek ways to improve their banking experience. • Growth: You embrace new challenges, welcome feedback, and view every interaction as an opportunity to learn and improve. • Digital-First: You are excited about new technologies and processes, remaining adaptable in a rapidly changing environment with a passion to help customers build confidence in using digital banking solutions. • Collaborative Team Player: You work closely with colleagues and specialists to follow through on commitments, recognizing that the best customer outcomes are formed from teamwork and taking ownership. • Risk-Conscious: You understand the importance of compliance, risk management, and ethical conduct in safeguarding customer trust.
Skills & Qualifications • Hold a Diploma or Degree in Business, Finance, Banking, or a related field. • Possess strong communication, interpersonal, and customer engagement skills. • Ability to provide advisory solutions across banking products. • Demonstrate a customer-centric mindset with a passion for delivering excellent service. • Have strong attention to detail and an appreciation for risk and compliance requirements. • Can understand customer needs and confidently recommend suitable banking products and solutions. • Open to periodic rotation across branch locations based on business needs. • Relevant banking, wealth or financial advisory certifications will be an advantage.
