Customer Service Representative

Affin Bank Berhad; George Town; On-site; MYR 28,000 - 36,000; Full time

Job summary

A leading financial institution in Penang is seeking a Customer Service Representative to provide frontline service and ensure quality customer care. Responsibilities include cash handling, back office support, and adherence to banking policies. Ideal candidates should possess strong customer service skills and a commitment to delivering exceptional service.

Benefits

Positive work environment

Opportunities for personal growth

Community involvement

Training and development programs

Qualifications

• Experience in customer service roles is preferred.
• Strong understanding of banking operations.
• Ability to handle cash accurately.

Responsibilities

• Provide frontline service to customers.
• Deliver quality customer service in line with policies.
• Perform back office functions and support customer service.

Skills

Customer service skills

Cash handling

Effective communication

Job description

Customer Service Representative

Apply locations: Springville Commercial Centre | Time type: Full time | Posted on: Posted Yesterday | Job requisition id: JR103415

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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

• Take proactive actions to prevent fraud and losses (internal & external).
• Contribute to deposit growth by soliciting new accounts.
• 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 are 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 average 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 timeframe.
• Perform filing, printing daily reports, bundling vouchers, submission of documents via DIS, and prepare monthly reports.

Customer

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

People

• Resource management such as 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 policies for new accounts.

Learning & Growth

• Participate in branch events and training on compliance, regulatory, product knowledge, and personal development.
• Embed AFFINBANK’s DNA and uphold teamwork.

Why work here?

People are the heart of AFFIN BANK. We foster a positive and supportive environment that promotes personal growth and community involvement.

Get In Touch

Join AFFIN as we evolve into a future-ready financial institution, embracing innovation and technology to deliver outstanding customer service. Explore opportunities and make a real impact on the future of finance. Be part of our journey today!

AFFIN

"Always About You"

At AFFIN, we strive to connect with our customers to understand their changing needs. Our tagline reflects our commitment to loyalty and innovation. Our people are central to our customer-centric culture, focusing on stakeholders’ needs and embracing digital transformation to provide unrivaled service.