Customer Service Representative

AFFIN Group; Bintulu; On-site; MYR 20,000 - 100,000; Full time

Job summary

A financial services company in Bintulu is looking for a customer service representative to provide frontline support and ensure efficient service. The candidate will play a key role in managing customer inquiries, handling cash, and ensuring compliance with internal policies. Ideal for individuals with strong communication skills and a commitment to quality service.

Qualifications

• Ability to provide frontline service to customers.
• Experience in delivering quality customer service in line with internal policies.
• Familiarity with back office functions.

Responsibilities

• Provide frontline service to meet customer needs.
• Perform daily branch activities as per regulations.
• Ensure effective cash handling and compliance.

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 open minds meet and be inspired by a shared commitment to great work. You too can make a difference.

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

Process

• Perform daily branch activities in accordance with Bank's internal policies & regulatory requirements.
• 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 a reasonable time.
• Compliance to individual teller/drawer limit.
• Compliance with Bank's standard average serving time and waiting time.
• Daily vouchers bundling and cross-checking of vouchers at the end of day.
• Ensure compliance with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.
• Ensure satisfactory audit rating and resolve issues within the specified time frame.
• Perform filing, printing daily reports, bundling vouchers, submitting documents via DIS, and preparing monthly reports.

Customer

• Ensure efficient customer service to meet SLA and address customer complaints promptly.
• Maintain accuracy and error-free service delivery.
• Attend to customer inquiries/complaints immediately and follow escalation procedures.
• Maintain good rapport with internal and external customers.

People

• Resource management such as managing annual leave, attendance, and branch meetings.
• Participate in staff development, including SOJT/coaching.

Other Responsibilities

• Manage ad-hoc assignments from management.
• Participate in CSR activities.
• Ensure cleanliness of the bank's premises & SSL area.
• Relief duties as required, ensuring compliance with onboarding processes and policies for new accounts.
• Attend training on compliance, regulations, product knowledge, customer service, and personal development.
• Promote AFFINBANK’s DNA and uphold teamwork spirit.