Customer Service Representative

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

Job summary

A financial services institution in Kluang is seeking a proactive individual to manage daily branch activities and ensure exceptional customer service. Responsibilities include compliance with regulations, handling customer inquiries, and participating in staff training initiatives. Candidates should be prepared for ad-hoc assignments and uphold a clean banking environment.

Responsibilities

• Perform daily branch activities in accordance to Bank's internal policies & regulatory requirements.
• Ensure efficient customer service level to meet SLA and alleviate any customer’s complaint.
• Participate in staff development including Structure on the Job Training (SOJT) / coaching.
• Manage and undertake ad-hoc assignments assigned by Management from time to time.

Job description

Overview

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 you are inspired by a shared commitment to great work.

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.

Branch Activities

• Perform daily branch activities in accordance to 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 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 to meet SLA and alleviate any customer’s complaint.
• Ensure accuracy and error-free service delivery.
• Attend customer inquiries / complaints immediately and adhere to complaints escalation procedures.
• Maintain good rapport with internal and external customers.

People

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

Other Responsibilities

• Manage and undertake ad-hoc assignments assigned by Management from time to time.
• Engage in social commitment activities (CSR).
• Ensure cleanliness of bank’s premises & SSL area.
• Relief duties as required.
• Ensure compliance on onboarding process and policy of new accounts – SA/CA/FD/SDB.

Learning & Growth

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