Customer Service Representative (Nationwide)

AFFIN Group; Bintulu; On-site; MYR 30,000 - 45,000; Full time

Job summary

Join a leading financial services provider in Malaysia as a customer service representative. You will be responsible for delivering excellent customer service, managing branch activities, and ensuring compliance with banking regulations. This role offers an opportunity to contribute to branch growth and customer satisfaction while working in a dynamic environment.

Qualifications

• Experience in providing frontline customer service.
• Knowledge of banking policies and regulations.

Responsibilities

• Deliver quality customer service in line with bank policies.
• Manage daily branch activities and ensure compliance.
• Handle customer inquiries and maintain good rapport.

Skills

Customer Service

Fraud Prevention

Compliance

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 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 cost control for the branch as per approved budget.

Process

• Perform daily branch activities in accordance with Bank's internal policies and regulatory requirements.
• Ensure effective cash handling and that Mid Day and End of Day cash balancing are 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.
• Handle 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 timeframe.
• Perform filing, printing daily reports, bundling vouchers, submitting documents via DIS, and preparing monthly reports.

Customer

• Ensure efficient customer service to meet SLA and resolve complaints promptly.
• Maintain accuracy and error-free service 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 activities including SOJT/coaching.

Other Responsibilities

• Manage ad-hoc assignments from management.
• Participate in CSR activities.
• Ensure cleanliness of the bank's premises and SSL area.
• Perform relief duties as required, ensuring compliance with onboarding and policy for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Contribute to branch events and training sessions on compliance, regulations, products, and personal development.
• Uphold AFFINBANK’s DNA and team spirit.