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Customer Service Representative (Nationwide)

AFFIN GroupKuala Lumpur, Kuala Lumpur, Malaysia

30+ days ago

Job description

Customer Service Representative (Nationwide) – AFFIN Group

AFFIN Group WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Responsibilities and expectations for the Customer Service Representative role, including frontline customer service, back office support, and contributions to branch performance and product cross-selling in Deposit / Investment / Bancassurance / Banca Takaful offerings.

Responsibilities

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 requirements.

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 and to Bank’s standard average serving time and average waiting time.

Daily vouchers bundling and cross checking of vouchers at the end of day; prepare monthly report and back room functions.

Ensure compliance on regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.; ensure satisfactory audit rating and timely resolution of issues.

Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS.

Customer

Ensure efficient customer service level to meet SLA and address customer complaints promptly, adhering to escalation procedures.

Maintain accuracy and error-free service delivery; attend to inquiries / complaints and maintain good rapport with internal and external customers.

People

Resource management (annual leave, attendance, branch meetings).

Participate in staff development including SOJT / coaching.

Other Responsibilities

Manage ad-hoc assignments assigned by Management; participate in CSR activities; ensure cleanliness of the bank’s premises; relief duties as required.

When performing relief functions, ensure compliance with on-boarding processes and policies for new accounts (SA / CA / FD / SDB).

Learning & Growth

Involve in special events organized by the branch; attend training on compliance, regulatory, product knowledge, customer service, and personal development; embody AFFINBANK’s DNA and teamwork.

Additional Details

Seniority level : Entry level

Employment type : Full-time

Job function : Other

Industries : Banking

Note : Referrals may increase interview chances.

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Customer Service Representative • Kuala Lumpur, Kuala Lumpur, Malaysia

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