Customer Service Officer (Nationwide)

AFFIN Group; Genting; On-site; IDR 30,000 - 60,000; Full time

Job summary

Join a forward-thinking company where you can enhance your career while making a real impact! This role involves managing branch operations, ensuring compliance, and delivering exceptional customer service. You will also play a key role in cross-selling financial products to meet branch targets. With a focus on personal development, you'll participate in training and projects that foster growth and uphold the values of the organization. If you're passionate about customer service and operational excellence, this opportunity is perfect for you!

Qualifications

• Strong customer service skills with a focus on quality experience.
• Experience in compliance monitoring and operational management.

Responsibilities

• Assist in managing daily branch operations and compliance.
• Ensure high-quality customer service and handle inquiries.

Skills

Customer Service

Compliance Monitoring

Cross-Selling

Operational Management

Education

Bachelor's Degree in Business or Finance

Tools

ATM Management Systems

Customer Relationship Management (CRM) Software

Job description

Create your future with Affin! You too can make a difference.

Join us at AFFIN, where open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too.

Job Purpose

• Assist in managing daily branch operational activities, monitor compliance, and regulatory requirements in accordance with the Bank's internal policies and regulatory standards.
• Ensure the highest quality customer experience through excellent customer service and image enhancement.
• Assist in referral and cross-selling of deposit, investment, insurance, Wealth, Takaful products, and activities to achieve branch targets.

Accountabilities

Financial

• Support referral and cross-selling activities to meet branch targets.
• Prevent fraud and losses (internal and external).
• Control and monitor costs as per approved budget.
• Achieve transactional and lead generation fee-based income targets.

Process

• Handle onboarding, customer inquiries, and requests for personal details changes in compliance with policies.
• Ensure adherence to compliance standards (FSA/IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA).
• Manage cash efficiently, including vault, deposit terminals, and ATM operations.
• Monitor ATM discrepancies, security items, and maintain related records.
• Review error corrections, vouchers, and critical reports.
• Verify cash balances and process cheque transactions per guidelines.
• Protect branch assets and ensure proper branch environment and security systems.
• Maintain backup power supply and monitor security equipment like CCTV, DVR, alarms, and manage security personnel.
• Ensure proper asset management, storage, and archival of documents and vouchers.
• Report lapses, risk indicators, suspicious transactions, and renew contracts/licenses timely.

Customer

• Maintain efficient customer service levels and handle complaints promptly.
• Ensure accuracy in service delivery and manage safe deposit facilities.
• Support account maintenance, transaction activities, and customer inquiries.

People

• Manage resources, staff development, and conduct training and coaching.

Corporate Social Responsibility

• Participate in social commitment activities.

Other Responsibilities

• Relief duties, operational support, ad-hoc assignments, and vault/self-service machine management.

Learning & Growth

• Participate in projects and training on compliance, products, customer service, and personal development.
• Uphold team spirit and AFFINBANK’s values.