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Customer Service Officer (Nationwide)

Customer Service Officer (Nationwide)

AFFIN GroupPenangMalaysia, Penang, Malaysia
30+ days ago
Job description

Create your future with Affin! You too can make a difference.

Join us at AFFIN, where open minds meet and are inspired by a shared commitment to great work. 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 operational activity, monitoring compliance, and regulatory requirements in accordance with the Bank's internal policy.
  • Ensure the highest quality customer experience through customer service and image enhancement opportunities.
  • Assist in referral and cross-selling of deposits / investment / insurance / Wealth / Takaful products towards achieving branch targets.

Accountabilities

Financial

  • Assist in referral and cross-selling of deposits / investment / Bancassurance / Banca Takaful products towards achieving branch targets.
  • Prevention of fraud and losses (internal and external).
  • Effectively control and monitor costs as per approved budget.
  • Achieve branch transactional fee-based income target.
  • Achieve branch lead generation fee-based income target.

    • Process

  • Onboarding of account opening, customer inquiries, and requests for changes in personal details in compliance with onboarding processes.
  • Ensure adherence to compliance on FSA / IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA.
  • Manage cash holding efficiently, serving as the primary custodian for cash in vault, cash deposit terminal, and ATM.
  • Monitor ATM for discrepancies, and maintain security items assigned by ABM / BM.
  • Check and review error correction and daily vouchers.
  • Verify overall cash balancing and related critical reports.
  • Process daily Incheqs / OCS cheques as per procedures.
  • Protect branch assets and ensure proper outlook.
  • Ensure back-up power supply is available at all times.
  • Monitor GL entries and ensure timely reversals.
  • Ensure compliance with Branch Manual, BNM regulation, and other statutory regulations.
  • Maintain satisfactory audit ratings and resolve issues within specified time frames.
  • Ensure timely submission of reports.
  • Coordinate security and maintenance activities.
  • Ensure proper management of IT / Non-IT assets.
  • Conduct physical checks on assets and recommend write-offs as necessary.
  • Ensure timely reporting of lapses via Oprisk System.
  • Responsible for renewal of contracts and licenses.

    • Customer

  • Ensure efficient customer service to meet SLA and alleviate complaints.
  • Ensure accuracy and error-free service delivery.
  • Handle customer complaints and resolutions within SLA.
  • Manage Safe Deposit Box facilities for customer accounts.
  • Ensure accuracy of data in CIF.
  • Manage branch staff and facilities appearance in line with the Bank’s standards.
  • Provide ongoing account maintenance support and financial services information.
  • Monitor and support the collection of high-quality customer information.

    • People

  • Resource management including annual leave and attendance.
  • Provide well-managed, competent, customer-oriented staff.
  • Facilitate staff development through structured training and mentoring.

    • Corporate Social Responsibility

  • Involvement in social commitment activities.

    • Other Responsibilities

  • Relief duties for ABM / BM.
  • Administer other operational support functions.
  • Manage and undertake ad-hoc assignments as assigned by management.
  • Main holder to vault and self-service machines.

    • Learning & Growth

  • Contribute to special projects organized by the branch.
  • Attend training on compliance, regulatory, product knowledge, customer services, and personal development.
  • Incorporate AFFINBANK’s DNA in all staff interactions and uphold team spirit.

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    Customer Service Officer • PenangMalaysia, Penang, Malaysia