Customer Service Representative (Nationwide)

AFFIN Group; Johor Bahru; On-site; MYR 20,000 - 100,000; Full time

Job summary

AFFIN Group seeks a dedicated customer service professional to provide exceptional service at their Johor Bahru branch. The role involves frontline customer interaction, cash handling, and compliance with banking standards. Ideal candidates will have a strong commitment to customer satisfaction and the ability to foster positive relationships.

Benefits

Staff development opportunities

Participation in CSR activities

Clean and comfortable working environment

Qualifications

• Experience in front-line customer service roles.
• Knowledge of bank operations and compliance regulations.
• Ability to handle cash and perform balancing procedures.

Responsibilities

• Provide frontline service and manage customer inquiries to ensure satisfaction.
• Handle daily operational tasks while adhering to compliance and regulatory standards.
• Contribute to deposit growth through account solicitation.

Skills

Customer Service

Compliance

Communication

Time Management

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 cost control as per the approved budget.

Process

• Perform daily branch activities in accordance with Bank's internal policies and regulatory requirements.
• Handle cash effectively and ensure Mid Day and End of Day cash balancing is performed according to 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 and cross-check vouchers 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, submitting documents via DIS, and preparing monthly reports.

Customer

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

People

• Manage resources such as leave, attendance, and participate in staff development activities including SOJT/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 policies for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Contribute to branch events and training on compliance, regulations, product knowledge, and personal development.
• Uphold AFFINBANK’s DNA and team spirit.