Customer Service Representative (Nationwide)

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

Job summary

A leading banking institution in Penang, Malaysia, is seeking a Customer Service Representative. This role is focused on delivering excellent customer service, managing inquiries and complaints, ensuring compliance with internal policies and regulatory requirements, and contributing to deposit growth. Candidates should have experience in customer service and cash handling. Join us to make a difference in the financial services landscape.

Qualifications

• Experience in providing quality customer service in a banking environment.
• Familiarity with cash handling procedures.
• Ability to manage customer complaints effectively.

Responsibilities

• Provide frontline service to customers.
• Deliver quality customer service according to internal policies.
• Ensure compliance with regulatory requirements.
• Manage and undertake ad-hoc assignments as needed.

Skills

Customer service

Cash handling

Problem-solving

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 and 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 onboarding 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.