Customer Service Representative

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

Job summary

A leading financial institution in Malaysia is seeking candidates for a position focused on customer service and branch support. Responsibilities include handling customer inquiries, managing branch operations, complying with regulations, and participating in team development. The ideal candidate will possess strong interpersonal skills and a commitment to delivering excellent service. This role provides an opportunity to contribute meaningfully to the banking experience.

Responsibilities

• Provide frontline service to customers and deliver quality service.
• Perform back office functions and customer service support.
• Contribute to the branch’s deposit growth and cross-sell products.
• Take proactive actions to prevent fraud and losses.
• Manage cost control for the branch as per approved budget.
• Ensure daily branch activities comply with internal policies.
• Perform cash balancing and comply with teller limits.
• Ensure efficient service levels to meet SLA and resolve complaints.
• Manage resources and participate in staff development.
• Ensure onboarding compliance during relief functions.
• Participate in branch events and training for personal development.

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 are inspired by a shared commitment to great work. You too can make a difference.

Responsibilities

• Frontline customer service - provide frontline service to customers and deliver quality service in accordance with Bank’s internal policies.
• Back office and support - perform back office functions as well as rendering customer service support.
• Sales and deposits - contribute towards branch’s deposit growth and cross-sell Deposit / Investment / Bancassurance / Banca Takaful products.

• Financial - take proactive actions to prevent fraud and losses (internal & external).
• Deposit growth - contribute to deposit growth by soliciting new accounts.
• Cost control - 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.
• Cash handling - ensure mid-day and end-of-day cash balancing is performed in accordance with procedures and balance within reasonable time.
• Compliance - comply with individual teller/drawer limits and with Bank’s standard service times; perform daily vouchers bundling and cross-checking at end of day.
• Records and reporting - file and print daily reports, bundle vouchers, submit documents via DIS, prepare monthly reports and back office functions.
• Regulatory compliance - ensure compliance with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.

• Customer - ensure efficient service level to meet SLA and address customer inquiries/escalations; maintain good rapport with internal and external customers; resolve complaints promptly.

• People - manage resources (annual leave, attendance) and participate in staff development, including SOJT/coaching.

• Other responsibilities - manage ad-hoc assignments, participate in CSR activities, ensure cleanliness of the bank’s premises and SSL area, and provide relief duties as required; ensure onboarding compliance for new accounts (SA/CA/FD/SDB) during relief functions.

• Learning & Growth - participate in branch events and attend training on compliance, regulatory, product knowledge, customer service and personal development; uphold AFFINBANK’s DNA and teamwork.

Qualifications

Note: The provided description focuses on responsibilities. Specific qualifications and prior experience are not listed in the original text.