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Customer Service Officer
Customer Service OfficerAFFIN Group • Kuala Lumpur, Kuala Lumpur, Malaysia
Customer Service Officer

Customer Service Officer

AFFIN Group • Kuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

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JOB PURPOSE

  • To assist in managing daily branch operational activity, monitoring compliance, and regulatory requirement in accordance to the Bank`s internal policy and regulatory requirement.
  • Ensuring the highest quality customer experience through customer service and image enhancement opportunities.
  • To assist in referral and cross selling of deposits / investment / insurance / Wealth / Takaful products & cross selling activities towards achieving branch target.

ACCOUNTABILITIES

  • Financial : To assist in referral and cross selling of deposits / investment / Bancassurance / Banca Takaful products & cross selling activities towards achieving branch target.
  • Prevention of Fraud and Losses (internal and external).
  • To effectively control and monitor cost as per approved budget.
  • Achieve branch Transactional Fee based income target as given.
  • Achieve branch Lead Generation Fee Based Income target as given.
  • Process : Onboarding of account opening, customer’s enquiries & customer’s request for change of personal details in compliance to on boarding process and policy.
  • Ensure adherence to compliance on FSA / IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA-Transaction monitoring, AML Alerts, CDD and ECDD.
  • Manage cash holding efficiently, main / primary custodian for cash in vault, cash deposit terminal and ATM including check and authorizing ATM Daily Summary Book.
  • Monitoring of ATM for any discrepancies, ATM card stock, security items i.e. passbook, BC, maintenance of cheque book register, stamp on hand and other security items assigned by ABM / BM.
  • Check and review error correction and checking of daily vouchers.
  • To verify overall cash balancing, related critical reports and cheque confirmation.
  • Processing of daily Incheqs / OCS cheque as per procedures and guidelines.
  • Protect the assets of branch and ensure its proper outlook (internal and external).
  • Ensure that your branch back-up power supply is available at all the times.
  • To monitor GL entries e.g sundry, deferred accounts, etc and ensure the timely reversal.
  • Ensure that every subordinate comply in accordance with Branch Manual, BNM regulation and other statutory regulation with maximum efficiency.
  • Ensure proper dual internal control and efficiency are maintained and to discharge duties in accordance with procedures to prevent fraud and losses.
  • Ensure satisfactory audit rating and issues raised are resolved within specified time frame.
  • Ensure timely submission of reports.
  • Check & review error correction.
  • Checking of daily vouchers.
  • Security & Maintenance Coordinator : Digital Video Recorder (DVR) & Close Circuit Television (CCTV), Maintain the upkeep and storage of telephone recorder, Verify clear image is displayed on CCTV monitor, DVR is in working condition & sufficient space for recording, Alarm Monitoring.
  • Responsible for management of IT / Non IT Asset / Fixed Assets : Conduct physical check and balance against fixed and IT assets listing, Recommend for write off of assets with written down book value.
  • Others - Storage and Archival Coordinator : Stationeries are systematically arranged and quantity is not excessive, Relevant pages / documents of account opening and vouchers are kept in a locked environment, Documents and vouchers are sent to external storage as per the holding period specified in the Storage and Archival Manual.
  • Ensure timely reporting of any lapses via Oprisk System within timeline.
  • Ensure timely submission of Loss Data, Monthly, Quarterly, Half Yearly reporting of Key Risk Indicator and Risk Control Self Assessment to Head Office.
  • Reporting of Suspicious Transaction.
  • Responsible for the renewal of all contracts and licenses.
  • Customer : Ensure an efficient customer service level in order to meet SLA as well as to alleviate any customer’s complaint.
  • Ensure accuracy and error free in service delivery.
  • Handle customer complaint and resolution within SLA.
  • To manage the Safe Deposit Box facilities for all customer accounts.
  • To ensure data key in the CIF is accurate.
  • To manage the branch staff and facilities appearance in line with the Bank’s standard.
  • Provide transaction / support activities for all customer accounts.
  • Provide on-going account maintenance support.
  • Provide financial services information.
  • Solve customer inquiries promptly.
  • Monitor and support the collection and maintenance of high quality customer information.
  • To process the following : Cheque book requisition, CASA maintenance, Documents for Account Services, Request for Audit Confirmation to Credit Administration.
  • People : Resource management i.e. annual leave / attendance / branch meeting.
  • Provide well managed, competent / customer-oriented staff.
  • Staff development i.e. Structured on the job Training (SOJT) / coaching / mentoring / appraisals.
  • Corporate Social Responsibility : Social Commitment activities involvement.
  • Other Responsibilities : Relief duties- ABM / BM, To administer other operational support functions, To manage and undertake ad-hoc assignments assign by management from time to time.
  • Learning & Growth : To involve and contribute to any special project organise by branch, Attend training on compliance, regulatory, product knowledge, customer services and personal development and growth.

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