Customer Service Representative

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• Assists in referral and cross selling of deposits / investment / Bancassurance products.
• Cross selling activities towards achieving branch target.
• Prevention of Fraud and Losses (internal and external).
• Effectively controls and monitors cost as per approved budget.
• Achieves branch Transactional Fee based income target.
• Achieves branch Lead Generation Fee Based Income target.
• Onboards account opening, responds to customer enquiries and processes change of personal details in compliance with onboarding process.
• Ensures adherence to compliance on FSA / IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA-Transaction monitoring, AML Alerts, CDD and ECDD.
• Manages cash holding efficiently, main custodian for cash in vault, cash deposit terminal and ATM including check and authorizing ATM Daily Summary Book.
• Monitors ATM for discrepancies, card stock, security items, cheque book register and stamp on hand, and other security items assigned by ABM / BM.
• Checks and reviews error correction and daily voucher checks.
• Verifies overall cash balancing, related critical reports and cheque confirmation.
• Processes daily Incheqs / OCS cheque as per procedures and guidelines.
• Protects assets of branch and ensures proper outlook (internal and external).
• Maintains branch back-up power supply (generator serviced regularly).
• Monitors GL entries (sundry, deferred accounts, etc.) and ensures timely reversal.
• Ensures subordinates comply with Branch Manual, BNM regulation and other statutory regulation with maximum efficiency.
• Maintains dual internal control and efficiency, discharging duties to prevent fraud and losses.
• Achieves satisfactory audit rating and resolves issues within specified time frame.
• Ensures timely submission of reports and checks & reviews error correction.
• Performs Security & Maintenance Coordinator duties – CCTV management, alarm monitoring, managing security personnel, maintaining cleanliness, managing IT / Non-IT assets, and performing physical checks.
• Manages storage & archival coordination, ensuring proper arrangement of stationeries and locked environment for documents and vouchers.
• Reports Key Risk Indicators, Loss Data and conducts Risk Control Self Assessment to Head Office.
• Reports Suspicious Transactions, renews all contracts and licenses.
• Delivers efficient customer service level to meet SLA, resolves complaints and handles Safe Deposit Box facilities.
• Manages branch staff appearance line with bank’s standards, provides transaction / support activities, maintains high quality customer information, processes cheque book requisition, CASA maintenance, documents for account services, audit confirmations and observes deadlines on ad-hoc assignments.
• Staff development through Structured on the job Training, coaching, mentoring, appraisals.
• Supports corporate social responsibility, social commitment activities and other responsibilities.

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