Customer Service Representative

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

Job summary

A leading financial institution is looking for a customer service representative to provide exceptional service at its branch. This role includes managing customer inquiries, performing cash handling, and ensuring compliance with banking regulations. Join AFFIN Group to be part of a dynamic team dedicated to customer satisfaction and innovative banking solutions.

Qualifications

• Strong customer service skills are essential.
• Ability to handle customer complaints effectively.
• Attention to compliance and regulatory requirements.

Responsibilities

• Provide frontline service and quality customer service.
• Perform cash handling and ensure accuracy in transactions.
• Manage customer inquiries and maintain good rapport with customers.

Skills

Customer Service

Attention to Detail

Communication

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 branch costs as per the approved budget.

Process

• Perform daily branch activities in accordance with Bank's internal policies and regulatory requirements.
• Ensure effective cash handling and that Mid Day and End of Day cash balancing are performed in accordance with procedures.
• Ensure accuracy in day-end balancing within a reasonable time.
• Maintain compliance with individual teller/drawer limits.
• Adhere to Bank's standard average serving time and waiting time.
• Bundle daily vouchers and perform cross-checking at the end of each day.
• Ensure compliance with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.
• Maintain satisfactory audit ratings and resolve issues within the specified timeframe.
• Perform filing, printing daily reports, bundling vouchers, and submitting documents via DIS, along with preparing monthly reports and back room functions.

Customer

• Ensure efficient customer service to meet SLA and address customer complaints promptly.
• Maintain accuracy and error-free service delivery.
• Attend to customer inquiries and complaints immediately, following escalation procedures.
• Build and maintain good rapport with internal and external customers.

People

• Manage resources such as annual leave, attendance, and participation in branch meetings.
• Participate in staff development activities including on-the-job training and coaching.

Other Responsibilities

• Manage ad-hoc assignments from management.
• Participate in CSR activities.
• Ensure cleanliness of the bank premises and SSL area.
• Perform relief duties as required, ensuring compliance with onboarding processes and policies for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Contribute to special events organized by the branch.
• Attend training on compliance, regulations, product knowledge, customer service, and personal development.
• Uphold AFFINBANK’s DNA and team spirit in all activities.