Customer Service Officer - Walk-in Interview (Genting Highland)

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

# **Create the future with Affin! You too can make a difference.***We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference.*## **Job Purpose**Support daily branch operations, ensure compliance with policies and regulations, deliver quality customer service, and contribute to branch sales through referrals and cross‐selling.## **Key Responsibilities**### **1. 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 assigned transactional and lead‐generation fee income targets.### **2. Operations & Compliance*** Handle account opening, customer enquiries, and customer information updates in line with procedures.* Comply with all regulatory requirements (FSA/IFSA, PDPA, FEA, FATCA, AMLA, CDD/ECDD).* Act as main custodian for the vault, ATM, and cash machines, including daily balancing and reconciliation.* Monitor ATM operations, cash levels, discrepancies, and security items.* Review and validate daily vouchers, error corrections, GL entries, and critical reports.* Process In-Cheques/OCS cheques according to guidelines.* Maintain branch assets, equipment, and physical environment.* Ensure backup power supply and security systems are functional.* Submit all required reports accurately and on time, including loss data, KRI, and RCSA.* Report suspicious transactions and operational lapses within deadlines.### **3. Security & Asset Management*** Monitor CCTV, DVR, alarm systems, and security personnel.* Verify vendor access to branch premises.* Maintain orderly and secure storage of documents and stationery.* Conduct semi-annual physical checks on fixed assets and recommend disposals when necessary.* Manage archival processes according to retention requirements.### **4. Customer Service*** Deliver efficient and accurate service within SLA.* Resolve customer complaints promptly.* Manage Safe Deposit Box operations.* Ensure CIF data accuracy.* Process requests such as cheque book issuance, CASA maintenance, audit confirmations, and other service-related tasks.### **5. People & Branch Support*** Assist with staff scheduling, attendance, and branch meetings.* Support staff training, coaching, and performance development.* Promote teamwork and uphold the Bank’s service culture.* Participate in CSR activities.### **6. Additional Duties*** Perform relief duties for ABM/BM when required.* Manage the vault and self-service machines as main holder.* Undertake ad-hoc tasks and branch initiatives.* Attend relevant training to support compliance, service quality, and professional development.