Customer Service Representative

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

Job summary

A financial services organization in Kuching is seeking to hire a customer service representative. The role involves providing frontline service, ensuring compliance with internal policies, and contributing to deposit growth. Ideal candidates should be proactive and committed to delivering excellent customer experiences.

Responsibilities

• Provide frontline service to customers.
• Deliver quality customer service in accordance with bank’s policies.
• Perform back-office functions and customer support.
• Contribute towards branch’s deposit growth and cross-sell products.

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

Job Purpose

• Provide frontline service to customers.
• Deliver quality customer service in accordance with bank’s internal policies.
• Perform back‑office functions and render customer service support.
• Contribute towards branch’s deposit growth and cross‑sell deposit, investment, bancassurance and Banca Takaful products.

Accountabilities

Financial

• Take pro‑active 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 and regulatory requirements.
• Effective cash handling and ensure mid‑day and end‑of‑day cash balancing is performed per procedures.
• Ensure accuracy in day‑end balancing within reasonable time.
• Compliance to individual teller/drawer limits.
• Compliance to bank’s standard average serving time and average waiting time.
• Daily voucher 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 resolve issues raised within specified time frame.
• Perform filing, printing daily reports, bundling of vouchers, submission of documents via DIS, prepare monthly report and back‑room functions.

Customer

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

People

• Resource management: annual leave, attendance, branch meetings.
• Participate in staff development including SOJT and coaching.

Other Responsibilities

• Manage and undertake ad‑hoc assignments assigned by management from time to time.
• Involve in social commitment activities (CSR).
• Ensure cleanliness of the bank’s premises & SSL area.
• Perform relief duties as required.
• For relief function, ensure compliance with onboarding process and policy for new accounts (SA/CA/FD/SDB).

Learning & Growth

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