Customer Service Representative (Nationwide)

Affin Bank Berhad; Kuala Lumpur; On-site; MYR 39,000 - 56,000; Full time

Job summary

AFFIN BANK Berhad in Kuala Lumpur is seeking a frontline customer service associate to provide service to customers, perform back-office tasks, and support branch deposit growth with cross-selling of Deposit / Investment / Bancassurance / Banca Takaful products.

The role requires delivering quality customer service, complying with internal policies, and contributing to overall branch performance while handling daily branch activities and customer inquiries.

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 & 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

People are the heart of AFFIN BANK. We have a positive and supportive environment where we celebrate people’s personal growth and encourage them to be the best versions of themselves, both in the workplace and in their community. Join AFFIN as we evolve to become a financial institution of the future, embracing innovation and technology to deliver unrivaled customer service. We're looking for colleagues who share our values and are ready to live them every day. Explore the exciting opportunities and make a real impact on the future of finance. Come be a part of our journey today! "Always About You" At AFFIN, we strive to always connect and engage with our customers, to understand their changing needs and aspirations better. It represents our passion and commitment to the community we operate in, enabling us to quickly respond to changes and provide a personalised experience. At AFFIN, our people are aligned to our values of customer centricity, creativity and value creation. Our tagline "Always about you", was crafted to drive loyalty and build our reputation as a creative and innovative financial organisation. Our people are at the heart of what we do and remain the focus of our customer centric culture. It’s about the initiatives we take in understanding and prioritising our stakeholders; our customers, employees and shareholders. As we venture through this metamorphosis journey, we are aware of their ever-changing needs and are embracing the new ways of this digital dimension. We put our hearts and minds into everything we do, to ensure that everyone we touch, receives unrivalled customer service.