Customer Service Representative Banking Account - English and Bahasa Melayu

Concentrix; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A banking institution in Kuala Lumpur is seeking a dedicated Customer Service Officer to assist customers with their banking needs. This role involves resolving issues, maintaining accurate customer records, and ensuring compliance with regulations. Strong communication skills and the ability to remain calm under pressure are essential. The ideal candidate will hold an SPM Diploma or related degree and have prior experience in customer service or banking. This position may involve shift work including weekends.

Qualifications

• Customer service experience, particularly in banking, is preferred.
• Ability to handle customer complaints and provide solutions.
• Proficient in maintaining accurate customer records.

Responsibilities

• Assist customers with account enquiries and transactions.
• Handle customer complaints ensuring timely resolution.
• Explain banking products, fees, and procedures clearly.
• Process account openings and updates in compliance with policies.
• Identify customer needs and refer them to specialists when required.
• Comply with AML, KYC, and data protection regulations.

Skills

Strong communication skills, verbal and written

Customer-focused mindset

High level of accuracy and attention to detail

Basic understanding of banking products

Problem-solving ability

Ability to work effectively in a team

Proficiency in basic computer systems

Education

SPM Diploma or bachelor's degree in banking, finance

Job description

Customer Service Representative Banking Account - English and Bahasa Melayu

Job Title: Customer Service Officer (Banking)

Role Overview
The Customer Service Officer is the front line of the bank. The role focuses on assisting customers with everyday banking needs, resolving issues accurately, and delivering a professional, compliant, and courteous service experience across branch, phone, or digital channels.

Key Responsibilities

Assist customers with account enquiries, transactions, payments, and basic product information

Handle customer complaints and service issues, ensuring timely and fair resolution

Explain banking products, fees, and procedures clearly and accurately

Process account openings, updates, and closures in line with internal policies and regulatory requirements

Identify customer needs and refer them to appropriate banking products or specialists when required

Maintain accurate customer records and documentation

Comply with AML, KYC, data protection, and other regulatory obligations

Support branch or service team targets related to service quality and customer satisfaction

Required Skills and Competencies

Strong communication skills, both verbal and written

Customer-focused mindset with the ability to remain calm under pressure

High level of accuracy and attention to detail

Basic understanding of banking products and services

Problem-solving ability and sound judgement

Ability to work effectively in a team and independently

Proficiency in basic computer systems and banking software

Qualifications and Experience

SPM Diploma or bachelor’s degree in banking, finance, or a related field (preferred)

Prior experience in customer service, banking, or financial services is an advantage

Working Conditions

Branch-based, contact centre, or hybrid service environment

May involve shift work, including weekends or public holidays, depending on service channel