Branch Customer Experience & Operations Specialist

Affin Pheim; Genting Highlands; On-site; MYR 45,000 - 67,000; Full time

Job summary

AFFIN is seeking a Branch Operations professional for the Genting Highlands area to support daily branch activities, ensure compliance with policies and regulations, and deliver high‑quality customer service. This role also contributes to branch sales through referrals and cross‑selling while maintaining vault, ATM, and security operations.

You will assist with account handling, transactional processing, and staff support, ensuring accurate CIF data and adherence to service level agreements.

Responsibilities

• Financial: Support referrals and cross‑selling for deposits, investments, bancassurance/banca takaful, and wealth products; prevent operational fraud and losses; monitor and control branch operating expenses; achieve transactional and lead‑generation targets.
• Operations & Compliance: Handle account opening, customer enquiries, and data updates; comply with regulatory requirements (FSA/IFSA, PDPA, FEA, FATCA, AMLA, CDD/ECDD); act as custodian for vault, ATM, and cash, including balancing and reconciliation; monitor ATM operations and security; process vouchers and GL entries; manage reports.
• Security & Asset Management: Monitor CCTV; verify vendor access; maintain storage of documents and stationery; conduct semi‑annual asset checks and disposals; manage archival processes.
• Customer Service: Deliver efficient service within SLA; resolve complaints; manage Safe Deposit Box operations; ensure CIF data accuracy; handle requests for cheque books, CASA maintenance, audit confirmations, and other tasks.
• People & Branch Support: Assist with staff scheduling, attendance, training, coaching, and performance development; promote teamwork and service culture; participate in CSR activities.
• Additional Duties: Relieve ABM/BM when needed; manage vault and self‑service machines; undertake ad‑hoc tasks and training to support compliance and service quality.

Job description

AFFIN is seeking a Branch Operations professional for the Genting Highlands area to support daily branch activities, ensure compliance with policies and regulations, and deliver high‑quality customer service. This role also contributes to branch sales through referrals and cross‑selling while maintaining vault, ATM, and security operations.

You will assist with account handling, transactional processing, and staff support, ensuring accurate CIF data and adherence to service level agreements.