Customer Service Representative

AFFIN Group; Ayer Hitam; On-site; MYR 30,000 - 40,000; Full time

Job summary

A leading banking institution in Ayer Hitam seeks a dedicated Frontline Service Officer. The role involves providing exceptional customer service, managing cash transactions, and adhering to internal policies and regulatory requirements. Ideal candidates will uphold a professional approach to customer interactions and support branch operations while contributing to the growth of banking products. This position offers a dynamic work environment with opportunities for personal development.

Qualifications

• Experience in customer service roles, preferably in banking.
• Ability to manage customer complaints effectively.
• Familiarity with regulatory requirements in banking.

Responsibilities

• Provide frontline service to customers.
• Ensure efficient customer service to meet SLA.
• Perform daily branch activities according to policies.
• Manage and undertake ad-hoc assignments from Management.

Skills

Customer service

Attention to detail

Fraud prevention

Cash handling

Resource management

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 provide frontline service to customers.
• To deliver quality customer service in accordance with Bank`s internal policies.
• To perform back office functions as well as rendering customer service support.
• To contribute towards branch`s deposit growth and cross selling Deposit / Investment / Bancassurance / Banca Takaful products.

Accountabilities

Financial

• To take pro‐active actions to prevent fraud and losses (internal & external)
• To contribute to deposit growth by way of soliciting new accounts.
• To assist in managing cost control for the branch as per approved budget.

Process

• Perform daily branch activities in accordance to Bank`s internal policies & regulatory requirement.
• Effective cash handling and ensure Mid Day and End of Day cash balancing is performed in accordance with procedures.
• Ensure accuracy in day end balancing within reasonable time.
• Compliance to individual teller/drawer limit.
• Compliance to Bank`s standard average serving time and average waiting time.
• Daily vouchers bundling and cross checking of vouchers at the end of day.
• Ensure compliance on regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS etc.
• Ensure satisfactory audit rating and issues raised are resolved within specified time frame.
• Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS, prepare monthly report and back room functions.

Customer

• Ensure 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.
• Attend customer`s enquiries / complains immediately and adhere to complaints escalation procedures.
• To maintain good rapport with internal and external customers.

People

• Resource management i.e. annual leave / attendance / branch meeting.
• Participate in staff development including Structure on the Job Training (SOJT) / coaching.

Other Responsibilities

• To manage and undertake ad-hoc assignments assigned by Management from time to time.
• Social commitment activities involvement (CSR).
• To ensure cleanliness of the bank’s premise & SSL area.
• Relief duties as and when required.
• When performing relief function – Ensure compliance on on-boarding process and policy of new accounts – SA/CA/FD/SDB

Learning & Growth

• To involve and contribute to any special event organise by branch.
• Attend training on compliance, regulatory, product knowledge, customer services and other personal development and growth.
• To incorporate AFFINBANK’s DNA to all staff in the branch and uphold team work spirit

Tahap senioriti

• Bidang tugas: Lain-lain
• Industri: Perbankan