Customer Service Representative (Nationwide)

AFFIN Group; Johor Bahru; On-site; MYR 25,000 - 45,000; Full time

Job summary

Join a forward-thinking financial institution dedicated to transforming the banking landscape. This role focuses on delivering exceptional customer service while ensuring compliance with regulatory standards. You will be instrumental in fostering customer relationships and contributing to the branch's growth through effective service delivery. As part of a dynamic team, you will engage in continuous learning and development, making a tangible impact in the community. If you are passionate about customer service and eager to grow in a supportive environment, this opportunity is perfect for you.

Qualifications

• Strong customer service skills to address inquiries and complaints.
• Knowledge of compliance and regulatory requirements in banking.

Responsibilities

• Provide frontline service and quality customer support.
• Perform daily branch activities and ensure compliance with policies.
• Manage resources and participate in staff development.

Skills

Customer Service

Cash Handling

Compliance Knowledge

Fraud Prevention

Education

High School Diploma

Bachelor's Degree in Finance or Business

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 is 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 average serving time and waiting time.
• Bundle 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 time frame.
• Perform filing, print daily reports, bundle vouchers, submit documents via DIS, prepare monthly reports, and perform back room functions.

Customer

• Ensure efficient customer service to meet SLA and address customer complaints promptly.
• Ensure accuracy and error-free service delivery.
• Attend to customer inquiries/complaints immediately and follow escalation procedures.
• Maintain good rapport with internal and external customers.

People

• Manage resources such as annual leave, attendance, and branch meetings.
• Participate in staff development including SOJT/coaching.

Other Responsibilities

• Manage and undertake ad-hoc assignments assigned by management.
• Participate in CSR activities.
• Ensure cleanliness of the bank's premises and SSL area.
• Perform relief duties as required.
• When performing relief functions, ensure compliance with onboarding processes and policies for new accounts (SA/CA/FD/SDB).

Learning & Growth

• Contribute to any special events organized by the branch.
• Attend training on compliance, regulatory matters, product knowledge, customer service, and personal development.
• Uphold AFFINBANK’s DNA and team spirit among staff.