Customer Service Representative (Nationwide)

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

Job summary

A leading financial institution in Malaysia is seeking dedicated individuals to join their frontline customer service team. The role involves ensuring exceptional service delivery, managing transactions, and adhering to compliance protocols. You'll work in a dynamic branch environment focused on customer satisfaction and operational excellence.

Qualifications

• Experience in customer service or banking.
• Ability to manage cash effectively.
• Knowledge of compliance and regulatory requirements.

Responsibilities

• Provide frontline service and quality customer support.
• Perform daily branch activities and cash balancing.
• Handle customer complaints and maintain service standards.

Skills

Customer Service

Cash Handling

Compliance Knowledge

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 the 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 costs 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 in accordance with procedures.
• Ensure accuracy in day-end balancing within reasonable time.
• Maintain compliance with individual teller/drawer limits.
• Adhere to Bank’s standard service times and waiting times.
• Bundle daily vouchers and cross-check vouchers at the end of the 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 time frame.
• Perform filing, print daily reports, bundle vouchers, submit documents via DIS, prepare monthly reports, and handle back room functions.

Customer

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

People

• Manage resources such as leave, attendance, and participate in branch meetings.
• Participate in staff development, 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 processes for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Participate in and contribute to branch-organized events.
• Attend training on compliance, regulations, products, customer service, and personal development.
• Uphold AFFINBANK’s DNA and team spirit.