Customer Service Representative (Nationwide)

Affin Pheim; Malaysia; Hybrid; MYR 36,000 - 54,000; Full time

Job summary

AffinBank is seeking a dedicated staff member for frontline and back-office responsibilities at a Malaysia branch. You will provide customer service, handle cash and daily branch activities, and assist in deposit growth through cross-selling of deposits and bancassurance products.

The role emphasizes compliance with internal policies and regulatory requirements, along with delivering high-quality service to customers and maintaining accuracy in daily operations.

Qualifications

• Provide frontline service to customers.
• Deliver quality customer service in accordance with Bank's internal policies.
• Perform back office functions and render customer service support.

Responsibilities

• Take pro-active actions to prevent fraud and losses.
• Contribute to deposit growth by soliciting new accounts.
• Assist in managing branch costs per approved budget.
• Perform daily branch activities in line with internal policies and regulatory requirements.
• Ensure accurate day-end balancing and cash handling.

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 productsACCOUNTABILITIESFinancial • 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/SDBLearning & 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