Customer Service Representative (Nationwide)

AFFIN Group; Kuala Lumpur; On-site; MYR 36,000 - 48,000; Full time

Job summary

A leading financial services provider in Kuala Lumpur is looking for a customer service representative to deliver quality service in line with internal policies while preventing fraud and managing branch resources. Ideal candidates should have a strong background in customer service and compliance. Join us to make a difference.

Qualifications

• Ability to provide frontline customer service.
• Knowledge of effective cash handling procedures.
• Understanding of regulatory compliance.

Responsibilities

• Ensure efficient customer service to meet SLA.
• Maintain accuracy and error-free service delivery.
• Manage resources such as annual leave and attendance.

Skills

Customer service

Proactive fraud prevention

Cash handling

Compliance with regulations

Job description

Join Affin and Create the Future

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 cost control for the branch as per approved budget.

Process

• Perform daily branch activities in accordance with Bank's internal policies and regulatory requirements.
• Ensure effective cash handling and that Mid Day and End of Day cash balancing is performed according to procedures.
• Ensure accuracy in day-end balancing within reasonable time.
• Maintain compliance with individual teller/drawer limits.
• Adhere to Bank's standards for average serving and waiting times.
• Bundle vouchers daily 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 specified timeframes.
• Perform filing, print daily reports, bundle vouchers, submit documents via DIS, and prepare 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 and complaints immediately, following escalation procedures.
• Maintain good rapport with internal and external customers.

People

• Manage resources such as annual leave, attendance, and branch meetings.
• Participate in staff development, including on-the-job training (SOJT) and coaching.

Other Responsibilities

• Manage and undertake ad-hoc assignments as directed by Management.
• Participate in CSR activities and social commitments.
• Ensure cleanliness of the bank's 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 special events organized by the branch.
• Attend training on compliance, regulations, product knowledge, customer service, and personal development.
• Uphold AFFINBANK’s DNA and team spirit among staff.