Customer Service Officer

AFFIN Group; Petaling Jaya; On-site; MYR 100,000 - 150,000; Full time

Job summary

A financial institution in Selangor seeks a Branch Operations Officer to oversee daily activities, ensure compliance, and deliver exceptional customer service. The candidate will manage cash handling, monitor operational processes, and assist in cross-selling financial products. Candidates should possess strong organizational skills and a proactive approach to customer relations. This role offers an opportunity to contribute to the bank's operational excellence.

Qualifications

• To manage daily branch operational activity and compliance with internal policy.
• Ensure the highest quality customer experience.
• Assist in referral and cross-selling of financial products.

Responsibilities

• Monitor and control cost as per budget.
• Achieve branch income targets.
• Manage cash holding and monitor ATM discrepancies.
• Ensure compliance with regulations, including AML and CDD.
• Provide efficient customer service and handle complaints.

Job description

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

Join us at AFFIN, where the 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

• To assist in managing daily branch operational activity, monitoring compliance, and regulatory requirement in accordance to the Bank`s internal policy and regulatory requirement.
• Ensuring the highest quality customer experience through customer service and image enhancement opportunities.
• To assist in referral and cross selling of deposits/investment/insurance/ Wealth /Takaful products & cross selling activities towards achieving branch target.

ACCOUNTABILITIES

• Financial: To assist in referral and cross selling of deposits/investment/Bancassurance /Banca Takaful products & cross selling activities towards achieving branch target.
• Prevention of Fraud and Losses (internal and external).
• To effectively control and monitor cost as per approved budget.
• Achieve branch Transactional Fee based income target as given.
• Achieve branch Lead Generation Fee Based Income target as given.
• Process: Onboarding of account opening, customer’s enquiries & customer’s request for change of personal details in compliance to on boarding process and policy - SA/CA/FD/SDB/ATM/RIB/CIB etc.
• Ensure adherence to compliance on FSA/IFSA,PDPA,FEA,FATCA,CSR,PCT, AMLA-Transaction monitoring, AML Alerts, CDD and ECDD.
• Manage cash holding efficiently, main/primary custodian for cash in vault, cash deposit terminal and ATM including check and authorizing ATM Daily Summary Book.
• Monitoring of ATM for any discrepancies, ATM card stock, security items i.e. passbook, BC, maintenance of cheque book register, stamp on hand and other security items assigned by ABM/BM.
• Check and review error correction and checking of daily vouchers.
• To verify overall cash balancing, related critical reports and cheque confirmation.
• Processing of daily Incheqs/OCS cheque as per procedures and guidelines.
• Protect the assets of branch and ensure its proper outlook (internal and external).
• Ensure that your branch back-up power supply is available at all the times. i.e. gen set serviced regularly.
• To monitor GL entries e.g sundry, deferred accounts, etc and ensure the timely reversal.
• Ensure that every subordinate comply in accordance with Branch Manual, BNM regulation and other statutory regulation with maximum efficiency.
• Ensure proper dual internal control and efficiency are maintained and to discharge duties in accordance with procedures to prevent fraud and losses.
• Ensure satisfactory audit rating and issues raised are resolved within specified time frame.
• Ensure timely submission of reports.
• Check & review error correction.
• Checking of daily vouchers.
• Security & Maintenance Coordinator:
  • Digital Video Recorder (DVD) & Close Circuit Television (CCTV)
  • Maintain the upkeep and storage of telephone recorder
  • Verify clear image is displayed on CCTV monitor
  • DVR is in working condition & sufficient space for recording
  • Alarm Monitoring
  • Responsible for alarm testing once a month
  • Managing Security Personnel
  • To ensure verification of third party vendors accessing the premise
  • Electrical and mechanical appliances in working order and neatly displayed
  • Maintain branch cleanliness and promote conducive environment for both customers and staff
• Responsible for management of IT/Non IT Asset/Fixed Assets:
  • Conduct physical check (done minimum twice yearly i.e April & Oct) and balance against fixed and IT assets listing
  • Recommend for write off of assets with written down book value
• Others -Storage and Archival Coordinator:
  • Stationeries are systematically arranged and quantity is not excessive
  • Relevant pages/documents of account opening and vouchers are kept in a locked environment
  • Documents and vouchers are sent to external storage as per the holding period specified in the Storage and Archival Manual
• Ensure timely reporting of any lapses via Oprisk System within timeline.
• Ensure timely submission of Loss Data, Monthly, Quarterly, Half Yearly reporting of Key Risk Indicator and Risk Control Self Assessment to Head Office.
• Reporting of Suspicious Transaction.
• Responsible for the renewal of all contracts and licenses.
  Customer:
• Ensure an efficient customer service level in order to meet SLA as well as to alleviate any customer’s complaint.
• Ensure accuracy and error free in service delivery.
• Handle customer complaint and resolution within SLA.
• To manage the Safe Deposit Box facilities for all customer accounts.
• To ensure data key in the CIF is accurate.
• To manage the branch staff and facilities appearance in line with the Bank’s standard.
• Provide transaction/support activities for all customer accounts.
• Provide on-going account maintenance support.
• Provide financial services information.
• Solve customer inquiries promptly.
• Monitor and support the collection and maintenance of high quality customer information.
• To process the following:
  • Cheque book requisition
  • CASA maintenance
  • Documents for Account Services
  • Request for Audit Confirmation to Credit Administration
  • To observe deadlines on ad-hoc assignments
• People:
  • Resource management i.e. annual leave / attendance / branch meeting.
• Provide well managed, competent / customer-oriented staff.
• Staff development i.e. Structured on the job Training (SOJT) / coaching/mentoring /appraisals.
  Corporate Social Responsibility
  • Social Commitment activities involvement
• Other Responsibilities:
  • Relief duties- ABM/BM.
  • To administer other operational support functions.
  • To manage and undertake ad-hoc assignments assign by management from time to time.
• Main holder to Vault & Self Service Machines.
• Learning & Growth:
  • To involve and contribute to any special project organise by branch.
  • Attend training on compliance, regulatory, product knowledge, customer services and personal development and growth.
  • To incorporate AFFINBANK’s DNA to all staff in the branch and uphold team work spirit.