Customer Service Representative (Nationwide)

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

Job summary

AFFIN Group in Penang invites you to join our team to deliver exceptional frontline service, support back-office operations, and contribute to branch targets.

As part of the Retail Banking team, you will help grow deposits, cross-sell deposits, investment, bancassurance products, and ensure high standards of customer care across all channels.

Qualifications

• Frontline customer service experience preferred.
• Ability to handle back-office tasks and support.
• Targeted to contribute to deposit growth and cross-sell products.

Responsibilities

• Handle daily branch activities per bank policies and regulatory requirements.
• Provide accurate, efficient customer service to meet SLA and resolve complaints.
• Assist in achieving branch deposit growth and cross-selling of products.
• Support cost control and staff participation in training and CSR activities.
• Relieve duties and onboarding compliance for new accounts (SA/CA/FD/SDB).

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.

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