Customer Service Officer (Nationwide)

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Job Purpose

To assist in daily branch operations, monitor compliance and regulatory requirements in accordance with the Bank's internal policy and regulatory requirements, and to contribute to delivering high quality customer service and image enhancement opportunities.

Responsibilities

• Assist in referral and cross-selling of deposits / investment / Bancassurance / Banca Takaful products to achieve branch targets.
• Prevent fraud and losses (internal and external) and monitor costs as per the approved budget; achieve transactional fee-based income and lead generation targets.
• Onboard accounts, handle customer inquiries and requests for changes of personal details in line with onboarding processes and policy (SA / CA / FD / SDB / ATM / RIB / CIB, etc.).
• Ensure compliance with FSA / IFSA, PDPA, FATCA, CSR, PCT, AMLA (Transaction monitoring, AML Alerts, CDD, ECDD) and related regulations.
• Manage cash operations : act as main / primary custodian for cash in vault, cash deposit terminals and ATM, including checks and authorizing ATM daily summaries.
• Monitor ATM for discrepancies and manage security items (passbooks, cheque books, stamps, etc.) assigned by ABM / BM.
• Check and review error corrections and daily vouchers; verify overall cash balancing and cheque confirmations.
• Process daily Incheqs / OCS cheques as per procedures; protect branch assets and maintain branch appearance and environment.
• Ensure branch backup power is available (generator serviced regularly) and monitor GL entries with timely reversals.
• Ensure compliance of subordinates with Branch Manual, BNRegulations and statutory requirements; maintain dual internal controls to prevent fraud and losses.
• Support audit readiness : maintain satisfactory audit ratings and resolve issues within specified timeframes; timely submission of reports and loss data.
• Check and review daily vouchers and security-related duties; act as Security & Maintenance Coordinator and manage CCTV / DVR, alarms and related reporting.
• Manage third-party vendor access, ensure IT / Non-IT assets are maintained, conduct asset verification and support asset write-offs when required.
• Conduct storage and archival activities, ensure documents and vouchers are stored securely and disposed of per policy; report lapses via the Oprisk System within timelines.
• Submit periodic risk and control reporting (Loss Data, Key Risk Indicators, Risk Control Self Assessments) to Head Office.
• Renew contracts and licenses as required.

Customer

People

Corporate Social Responsibility

Other Responsibilities

Learning & Growth

Note : This description reflects the responsibilities and structure of the role as provided.

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