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

AFFIN Group; Genting Highlands; On-site; MYR 48,000 - 72,000; Full time

Job summary

AFFIN Group is seeking a Branch Operations professional to support daily branch operations, ensure policy compliance, deliver quality customer service, and contribute to branch sales through referrals. You will handle cash, vault, ATM and cash machine responsibilities, oversee account opening, customer inquiries, and update information, while maintaining security, accuracy and regulatory requirements.

This role emphasizes teamwork, process controls, and adherence to AML/PDPA, FATCA standards to

Responsibilities

• 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.

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

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.

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.

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.

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.

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.

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.