Customer Service Representative (Nationwide)

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

Job summary

A financial services provider in Johor Bahru is seeking a candidate to provide frontline customer service, ensuring quality interaction in line with internal policies. The role involves cash handling, regulatory compliance, and contributing to deposit growth. Ideal candidates should have a commitment to customer service excellence and the ability to manage branch activities effectively.

Qualifications

• To provide frontline service to customers.
• To deliver quality customer service in accordance with Bank’s internal policies.

Responsibilities

• Ensure efficient customer service level in order to meet SLA.
• Perform daily branch activities in accordance with Bank’s internal policies.

Job description

Overview

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 the 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 pro-active actions to prevent fraud and losses (internal & external).
  • To contribute to deposit growth by way of soliciting new accounts.
  • To assist in managing cost control for the branch as per approved budget.
• Process
  • Perform daily branch activities in accordance to Bank’s internal policies & regulatory requirement.
  • Effective cash handling and ensure Mid Day and End of Day cash balancing is performed in accordance with procedures.
  • Ensure accuracy in day end balancing within reasonable time.
  • Compliance to individual teller/drawer limit.
  • Compliance to Bank’s standard average serving time and average waiting time.
  • Daily vouchers bundling and cross checking of vouchers at the end of day.
  • Ensure compliance on regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS etc.
  • Ensure satisfactory audit rating and issues raised are resolved within specified time frame.
  • Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS, prepare monthly report and back room functions.
• Customer
  • Ensure efficient customer service level in order to meet SLA as well as to alleviate any customer’s complaint.
  • Ensure accuracy and error free in service delivery.
  • Attend customer`s enquiries / complains immediately and adhere to complaints escalation procedures.
  • To maintain good rapport with internal and external customers.
• People
  • Resource management i.e. annual leave / attendance / branch meeting.
  • Participate in staff development including Structure on the Job Training (SOJT) /coaching.
• Other Responsibilities
  • To manage and undertake ad-hoc assignments assigned by Management from time to time.
  • Social commitment activities involvement (CSR).
  • To ensure cleanliness of the bank’s premise & SSL area.
  • Relief duties as and when required.
  • When performing relief function – Ensure compliance on on-boarding process and policy of new accounts – SA/CA/FD/SDB
• Learning & Growth
  • To involve and contribute to any special event organise by branch.
  • Attend training on compliance, regulatory, product knowledge, customer services and other personal development and growth.
  • To incorporate AFFINBANK’s DNA to all staff in the branch and uphold team work spirit