Customer Service Representative (Nationwide)

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

Job summary

A financial services company in Johor Bahru, Malaysia is seeking individuals to provide frontline customer service and support various branch functions. The role includes ensuring compliance with bank policies, delivering high-quality customer service, managing daily branch activities, and contributing to deposit growth. Ideal candidates should excel in customer interactions and be proactive in resolving issues.

Qualifications

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

Responsibilities

• Perform daily branch activities in accordance to Bank's internal policies and regulatory requirement.
• Ensure efficient customer service level in order to meet SLA as well as to alleviate any customer’s complaint.

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 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 and 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 onboarding 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.