Customer Service Officer, Wisma Genting Branch MY

CIMB Group Holdings Berhad; Penang; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading banking institution in Penang is seeking a Customer Service Officer to manage account openings and over-the-counter transactions. You will resolve customer complaints and ensure compliance with banking procedures. Ideal candidates possess 3-5 years of relevant banking experience and hold a diploma or degree. Strong interpersonal skills and the ability to work under pressure are essential. Continuous training and certification opportunities will be provided.

Qualifications

• 3-5 years in relevant banking experience.
• Strong math aptitude and friendly interpersonal skills.
• Ability to work under pressure in a fast-paced environment.

Responsibilities

• Administer account opening activities and validate transactions.
• Supervise and resolve customer complaints raised by staff.
• Ensure regulatory requirements are met for operational excellence.

Skills

Computer literate

Attention to detail

Good interpersonal skills

Ability to work under pressure

Education

Diploma/Degree

Other Qualification

Job description

CUSTOMER SERVICE OFFICER (CSO) - RETAIL & PREFERRED BRANCH

Grade

Location

Retail & Preferred Branch

Reports to

Branch Manager

Other Reporting Relationships

-

Job Purpose

To administer account opening activities. To provide authorization to transact and validate branch operation transaction in accordance to the Banks' rules and procedures.

Key Responsibilities

• To be responsible for end-to-end process for over-the-counter transactions on account opening, cash and non-cash transactions according to advice slips or other negotiable documents.
• To be responsible on the accuracy and monitoring of the Branch's balancing activity on daily operations.
• To discharge duties instructed by ACSM/BM to serve business interests of the Bank.
• For CSO at SME Desk, please refer to CSO SME Branch Task List for additional responsibilities.
• To participate in promoting branch products and services through cross‑selling activities.

Customer Relationship

• To proactively identify, manage and propose effective end-to-end solutions to issues related to service delivery.
• To supervise and resolve customer complaints raised by CSR Teller on requests, inquiries, problems and complaints.

Process & Compliance

• To take accountability over Branch's compliance to the standard operating procedures and to ensure regulatory requirements are met towards achieving operational excellence.

Operational Authority

• To validate over-the-counter transactions on account opening, cash and non-cash transactions according to advice slips or other negotiable documents.
• To approve rates, cash and check deposits up to authorized amount.
• To act as Programme Champion for all sales, service and compliance modules in view of training and educating branch staff.
• To supervise staff in ensuring service and compliance standards are met.

Key Performance Indicators

None specified.

Qualification

Note: The qualifications indicated are the ideal requirements for the position. Exceptions may apply to internally promoted staff based on performance.

• Diploma/Degree
• Other Qualification

Experience

3-5 years in relevant banking experience.

Education & Training (or equivalent)

To be updated based on Competency Model.

Skill / Competencies

• Computer literate
• Attention to detail and strong math aptitude
• Good interpersonal skill—friendly and polite
• Good personal attributes—honest and able to work under pressure in a fast‑paced environment.

SME DESK TALKLIST

• Handle business current account with e‑banking sign up/business FD.
• Handle remittance inquiries and application for business clients.
• Cross‑sell EB financing package (Enterprise Portfolio Guarantee, Biz property Plus and Quick Guarantee).
• Cross‑sell CAW AND Plug and Pay.
• Handle bulk cash receipt and withdrawal transaction.
• Handle insourcing Self Service Terminal.

Certification

Compulsory to attend and complete SME Branch Certification Course.