Customer Service Representative

AFFIN Group; Nilai; On-site; MYR 24,000 - 36,000; Full time

Job summary

Join a leading financial institution, AFFIN Group, as a Client Service Executive, where you will provide exceptional customer service, manage branch activities, and contribute to the growth of deposits. This position offers opportunities for personal development and participation in special events, enriching your career in the dynamic banking sector.

Qualifications

• Experience in front-line customer service.
• Knowledge of banking products and services.
• Familiarity with regulatory compliance is advantageous.

Responsibilities

• Provide frontline service to customers.
• Ensure compliance with bank policies and regulatory requirements.
• Handle customer inquiries and complaints efficiently.

Skills

Customer Service

Cash Handling

Problem Solving

Education

Bachelor's degree in Finance or related field

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.
• 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 with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.
• Ensure satisfactory audit rating and resolve issues raised within the specified time frame.
• Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS, and prepare monthly reports.

Customer

• Ensure efficient customer service level to meet SLA and address customer complaints.
• Ensure accuracy and error-free service delivery.
• Attend to customer enquiries/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 and undertake ad-hoc assignments assigned by Management.
• Participate in CSR activities.
• Ensure cleanliness of the bank’s premises and SSL area.
• Relief duties as required.
• When performing relief functions, ensure compliance with onboarding processes and policies for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Contribute to any special events organized by the branch.
• Attend training on compliance, regulatory requirements, product knowledge, customer service, and personal development.
• Incorporate AFFINBANK’s DNA and uphold teamwork spirit.