Customer Service Representative

AFFIN Group; Petaling Jaya; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading financial institution in Malaysia seeks a dedicated individual for frontline customer service. Responsibilities include providing quality service, handling cash transactions, and ensuring compliance with banking regulations. Candidates should have a background in customer service and knowledge of banking policies. Join us to contribute to deposit growth and improve customer relations in a dynamic banking environment.

Qualifications

• Experience in customer service within a banking environment.
• Ability to handle cash and perform accurate transactions.
• Knowledge of banking policies and regulatory requirements.

Responsibilities

• Provide frontline service to customers and deliver quality customer service.
• Perform daily branch activities and comply with internal policies.
• Maintain efficient service levels and resolve customer complaints.

Skills

Customer service

Attention to detail

Cash handling

Fraud prevention

Education

Relevant banking qualifications

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, deliver quality customer service in accordance with bank internal policies, perform back‑office functions and render customer service support, and contribute towards branch’s deposit growth and cross‑selling of Deposit, Investment, Bancassurance and Banca Takaful products.

Accountabilities

Financial

• Take proactive 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 internal policies & regulatory requirements.
• Execute effective cash handling and ensure Mid‑Day and End‑of‑Day cash balancing is performed within procedures.
• Ensure accuracy in day‑end balancing within a reasonable time.
• Comply with teller/drawer limits and bank standard average serving time and waiting time.
• Bundle daily vouchers and cross‑check vouchers at day end.
• Ensure compliance with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS etc.
• Achieve satisfactory audit rating and resolve issues within specified time frames.
• File, print daily reports, bundle vouchers, submit documents via DIS, and prepare monthly reports and back‑room functions.

Customer

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

People

• Manage resources: annual leave, attendance, branch meetings.
• Participate in staff development including Structured On‑Job Training (SOJT) and coaching.

Other Responsibilities

• Manage and undertake ad‑hoc assignments assigned by Management as needed.
• Participate in social commitment activities (CSR).
• Ensure cleanliness of the bank’s premises and SSL area.
• Perform relief duties as required.
• When performing relief function, ensure compliance with onboarding process and policy of new accounts – SA/CA/FD/SDB.

Learning & Growth

• Contribute to any special event 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 team‑work spirit.