Customer Service Officer (Nationwide)

AFFIN Group; Kuching; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading financial institution in Kuching seeks a dedicated individual to manage branch operations, ensuring compliance with regulations and enhancing customer experience. The ideal candidate will assist in cross-selling financial products and must possess strong customer service skills and a relevant degree. This role offers a dynamic work environment and the opportunity to make a meaningful impact.

Qualifications

• Experience in a banking or financial services environment.
• Strong customer service orientation and communication skills.
• Ability to work under pressure and meet deadlines.

Responsibilities

• Manage daily branch operations and compliance with regulations.
• Enhance customer experience and service delivery.
• Assist in cross-selling financial products.

Skills

Customer service

Compliance monitoring

Cross-selling

Operational management

Education

Bachelor's degree in a relevant field

Tools

Customer Relationship Management (CRM)

Job description

Overview

Create your future with Affin! You too can make a difference.
Join us at AFFIN, where open minds meet and you can 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 requirements in accordance to the Bank's internal policy and regulatory requirements.
• 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 onboarding 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 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 complies 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 assigned by management from time to time.
• Main holder to Vault & Self Service Machines.

Learning & Growth

• To involve and contribute to any special project organised 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