Customer Service Officer (Nationwide)

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

Job summary

Join a leading financial institution in Malaysia, where you will play a vital role in managing branch operations and ensuring compliance with regulations. Your commitment to excellent customer service and teamwork will help achieve branch targets and enhance the customer experience. Participate in special projects and contribute to corporate social responsibility initiatives while growing your career in a supportive environment.

Qualifications

• Assist in managing daily branch operations.
• Ensure compliance with various regulations.
• Support referral and cross-selling activities.

Responsibilities

• Provide efficient customer service to meet SLAs.
• Manage cash operations and monitor security systems.
• Participate in social commitment activities.

Skills

Customer Service

Compliance

Teamwork

Job description

Join us at AFFIN and create your future!

At AFFIN, where open minds meet, be inspired by a shared commitment to excellence. Here, you don’t just stay at the forefront of the industry – you can make a difference too.

Job Purpose

• Assist in managing daily branch operations, monitor compliance, and adhere to regulatory requirements in line with the Bank's policies.
• Ensure the highest quality customer experience through excellent service and image enhancement.
• Assist in referral and cross-selling of deposits, investments, insurance, Wealth, Takaful products, and activities to achieve branch targets.

Accountabilities

Financial

• Support referral and cross-selling activities to meet branch targets.
• Prevent fraud and losses, both internal and external.
• Control and monitor costs within the approved budget.
• Achieve transactional and lead generation fee-based income targets.

Process

• Handle onboarding, customer inquiries, and requests for personal details updates, complying with onboarding policies.
• Ensure compliance with FSA/IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA, and related regulations.
• Manage cash efficiently, including vault, ATM, and deposit terminal operations.
• Monitor ATM discrepancies, security items, and maintain records such as cheque books and security supplies.
• Review and correct daily vouchers and error reports.
• Verify cash balances, process cheques, and ensure asset security and maintenance.
• Maintain backup power supplies, monitor security systems, and manage security personnel and vendors.
• Oversee asset management, storage, and archiving processes.
• Ensure timely reporting and compliance with audit and regulatory requirements.

Customer

• Provide efficient customer service to meet SLAs and resolve complaints.
• Manage Safe Deposit Box facilities and ensure accurate data entry.
• Maintain branch appearance and support account maintenance activities.
• Handle customer inquiries and requests promptly.

People

• Manage staff attendance, leave, and conduct development activities.

Corporate Social Responsibility

• Participate in social commitment activities.

Other Responsibilities

• Perform relief duties and support other operational functions.
• Manage ad-hoc assignments and vault/self-service machine operations.

Learning & Growth

• Participate in special projects and training programs.
• Promote AFFINBANK’s core values and teamwork.