Customer Service Representative

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

Job summary

A major financial services provider in Johor Bahru is seeking a dedicated individual to fill the role of a frontline customer service representative. You will be responsible for delivering exceptional customer service, ensuring compliance with regulations, and actively contributing to deposit growth. Ideal candidates should have experience in banking and strong communication skills. Training opportunities and a supportive team environment are offered.

Qualifications

• Experience in frontline customer service preferably in a banking environment.
• Understanding of banking policies and compliance regulations.
• Ability to manage customer complaints effectively.

Responsibilities

• Provide frontline service to customers.
• Deliver quality customer service according to internal policies.
• Perform daily branch activities as per regulatory requirements.

Skills

Customer service

Cash handling

Fraud prevention

Compliance with regulations

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 and regulatory requirements.
• Ensure effective cash handling and that Mid Day and End of Day cash balancing is performed in accordance with procedures.
• Ensure accuracy in day-end balancing within a reasonable time.
• Maintain compliance with individual teller/drawer limits.
• Adhere to Bank's standard average serving time and average waiting time.
• Bundle and cross-check vouchers at the end of each day.
• Ensure compliance with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.
• Maintain satisfactory audit ratings and resolve issues within the specified timeframe.
• 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 and complaints immediately, following escalation procedures.
• Maintain good rapport with internal and external customers.

People

• Manage resources such as annual leave, attendance, and participate in branch meetings.
• Participate in staff development, including on-the-job training (SOJT) and coaching.

Other Responsibilities

• Manage ad-hoc assignments from management.
• Participate in CSR activities.
• Ensure cleanliness of the bank premises and SSL area.
• Perform relief duties as required, ensuring compliance with onboarding and policy for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Participate in branch-organized events.
• Attend training on compliance, regulatory updates, product knowledge, customer service, and personal development.
• Uphold AFFINBANK’s DNA and team spirit.