Executive, Virtual Banking

Affin Bank Berhad; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

Affin Bank Berhad is looking for a professional to handle customer interactions via phone and electronic channels, ensuring all inquiries are resolved efficiently. This role requires strong customer service skills and attention to detail, as you will be responsible for recording customer interactions and providing high-quality service.

The position is based in Menara Glomac, Kelana Jaya, and is a 1-year fixed-term contract with rotational shifts. Applicants should be prepared to handle diverse customer requests and maintain professionalism in all interactions.

Qualifications

• Strong customer service skills and ability to handle complaints effectively.
• Ability to communicate clearly via telephone and electronic channels.
• Attention to detail in recording inquiries and requests.

Responsibilities

• Handle inbound telephone interactions for bank customers.
• Resolve inquiries or requests from various electronic channels.
• Ensure high-quality customer experience and avoid repeated mistakes.
• Record inquiries accurately and protect customer information.
• Complete daily logs and administrative tasks assigned.

Job description

Job Purpose

To handle customer interaction from various channels pertaining to product and services, resolving them within the standards set.

Location

Menara Glomac, Kelana Jaya.

Rotational shifts/days

8:00 AM - 12:00 AM

Duration

1-year Fixed Term Contract

Key Responsibilities

• Handle inbound telephone interaction for Conventional and Islamic Bank customers.
• Handle inquiries or requests that are received via other electronic channels (emails or internet banking).
• Provide correct information and resolve problems efficiently within the required time frame.
• Avoid repeated mistakes and ensure that the Customer Experience delivered is of the highest quality.
• Record inquiries and requests using case management with minimum error, within the required timeline and protecting customer information.
• Handle Customer Complaints.
• Complete daily logs and reports for reporting.
• Undertake administrative tasks delegated by Team Leader/Supervisor.
• Apply tact, patience, listening, empathy skills and practice professionalism when handling customer enquiries, problems or complaints.
• Exercise sound customer service practices in accordance with the Bank objective, policies and guidelines.