Customer Service Representative

Affin Bank Berhad; West Coast Division; On-site; MYR 33,000 - 56,000; Full time

Job summary

AFFIN BANK Berhad seeks a Customer Service Representative to deliver efficient frontline banking services and support operations in compliance with internal policies and regulations.

The role focuses on accurate transaction processing, exceptional customer experience, and proactive cross-selling of deposits and other banking products to contribute to branch growth. Fresh graduates are welcomed; strong communication and teamwork are essential.

Qualifications

• Diploma in Business, Finance, Banking or related discipline.
• Fresh graduates encouraged; banking experience a plus.
• Strong interpersonal and communication skills.
• Customer-oriented with good service mindset.
• Detail-oriented with high accuracy and integrity.
• Proficient in Microsoft Office.

Responsibilities

• Provide efficient frontline service and cross-sell banking products.
• Handle customer inquiries and complaints per escalation procedures.
• Ensure accurate and error-free transaction processing.
• Promote and cross-sell deposits, investments, bancassurance, and takaful.
• Support branch deposits growth and new account solicitation.
• Perform daily branch operations in line with policies and regulatory requirements.
• Assist in monthly reporting and back-office support.
• Adhere to compliance with FSA, iFSA, PDPA, AMLA, CRS, and related regulations.

Skills

Customer service

Communication skills

Cross-selling

Teamwork

Attention to detail

Education

Diploma in Business, Finance, Banking or related discipline

Tools

Microsoft Office

Job description

Job Summary

The Customer Service Representative (CSR) is responsible for delivering efficient frontline banking services and operational support in compliance with the Bank's internal policies and regulatory requirements. The role ensures accurate transaction processing, excellent customer experience, adherence to compliance standards, and contributes towards branch deposit growth through proactive cross-selling of banking products.

Job Responsibilities

1. Customer Service & Sales
   
   
   
   • Provide efficient and courteous frontline service to customers in accordance with service level standards (SLA).
   
   
   • Attend to customer enquiries and complaints promptly and in line with escalation procedures.
   
   
   • Ensure accurate and error-free transaction processing.
   
   
   • Proactively promote and cross-sell Deposit, Investment, Bancassurance and Banca Takaful products.
   
   
   • Contribute towards branch deposit growth through solicitation of new accounts.
   
   
   
   


2. Operations & Compliance
   
   
   
   • Perform daily branch operations in accordance with internal policies and regulatory requirements.
   
   
   • Ensure effective cash handling including Mid-Day and End-of-Day balancing.
   
   
   • Comply with teller/drawer limits and service time standards.
   
   
   • Perform daily voucher bundling, report printing, document filing and submission via DIS.
   
   
   • Ensure compliance with regulatory requirements including FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA and CRS.
   
   
   • Assist in resolving audit findings within stipulated timelines.
   
   
   • Support back-office functions and monthly reporting requirements.
   
   
   
   


3. Risk & Control
   
   
   
   • Take proactive measures to prevent fraud and financial losses (internal and external).
   
   
   • Ensure proper documentation and adherence to onboarding procedures for SA/CA/FD/SDB accounts when performing relief duties.
   
   
   
   


4. Team & Development
   
   
   
   • Participate in Structured On-the-Job Training (SOJT), coaching and staff development initiatives.
   
   
   • Support branch resource management including attendance and meetings.
   
   
   • Participate in branch events, CSR activities and uphold AFFINBANK's DNA and teamwork culture.
   
   
   • Undertake ad-hoc assignments as assigned by Management.
   
   
   
   

Job Requirements

• Minimum Diploma in Business, Finance, Banking or related discipline.


• Fresh graduates are encouraged to apply; relevant banking experience will be an added advantage.


• Strong interpersonal and communication skills.


• Customer-oriented with good service mindset.


• Detail-oriented with high level of accuracy and integrity.


• Basic knowledge of banking products and regulatory requirements is an advantage.


• Able to work independently and as part of a team.


• Proficient in Microsoft Office applications.

People are the heart of AFFIN BANK. We have a positive and supportive environment where we celebrate people's personal growth and encourage them to be the best versions of themselves, both in the workplace and in their community. Join AFFIN as we evolve to become a financial institution of the future, embracing innovation and technology to deliver unrivaled customer service. We're looking for colleagues who share our values and are ready to live them every day. Explore the exciting opportunities and make a real impact on the future of finance. Come be a part of our journey today! \"Always About You\" At AFFIN, we strive to always connect and engage with our customers, to understand their changing needs and aspirations better. It represents our passion and commitment to the community we operate in, enabling us to quickly respond to changes and provide a personalised experience. At AFFIN, our people are aligned to our values of customer centricity, creativity and value creation. Our tagline \"Always about you\", was crafted to drive loyalty and build our reputation as a creative and innovative financial organisation. Our people are at the heart of what we do and remain the focus of our customer-centric culture. It's about the initiatives we take in understanding and prioritising our stakeholders; our customers, employees and shareholders. As we venture through this metamorphosis journey, we are aware of their ever-changing needs and are embracing the new ways of this digital dimension. We put our hearts and minds into everything we do, to ensure that everyone we touch, receives unrivalled customer service.