Banking Customer Experience Specialist

AFFIN Group; Pasir Gudang; On-site; MYR 45,000 - 78,000; Full time

Job summary

AFFIN Group is seeking a diligent Branch Operations professional to support daily branch activities, ensure regulatory compliance, and deliver high-quality customer service. You will assist in cross-selling financial products and maintain strict controls to prevent fraud while achieving branch targets.

The role involves onboarding, cash handling, security duties, and coordination of IT and asset management.

Responsibilities

• Assist in daily branch operational activity, monitoring compliance and regulatory requirements.
• Enhance customer experience through quality service and branch image.
• Support referral and cross-selling of deposits, investments, Bancassurance and Takaful products to achieve branch targets.
• Prevent fraud and losses; monitor costs against the approved budget.
• Achieve branch income targets: transactional fees and lead generation income.
• Oversee onboarding of account openings and compliance with onboarding processes and policies.
• Ensure adherence to FSA/IFSA, PDPA, FATCA, AMLA, CSR, and other regulatory requirements.
• Manage cash handling, vault and ATM operations, and related cash reconciliations.
• Monitor ATM discrepancies, stock levels, cheque books and security items.
• Review and balance daily vouchers and cheque confirmations.
• Ensure branch backup power supply is available and maintained.
• Monitor GL entries and timely reversals; maintain data accuracy in ledgers.
• Ensure compliance with Branch Manual and regulatory requirements; maintain strong internal controls.
• Ensure timely reporting of risk and operational metrics; address audit findings.
• Oversee CCTV, security systems, and alarm testing; manage security personnel.
• Manage IT and fixed assets; conduct periodic asset checks and safe storage of documents.
• Coordinate storage and archival of documents; ensure locks and access controls.
• Maintain branch cleanliness and customer-friendly environment.
• Support vendor management and contract/license renewals as required.
• Contribute to training and development initiatives; uphold AFFIN Group DNA in daily activities.

Job description

AFFIN Group is seeking a diligent Branch Operations professional to support daily branch activities, ensure regulatory compliance, and deliver high-quality customer service. You will assist in cross-selling financial products and maintain strict controls to prevent fraud while achieving branch targets.

The role involves onboarding, cash handling, security duties, and coordination of IT and asset management.