Customer Service Representative

Overview

Customer Service Representative at AFFIN Group

Responsibilities

• 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
• Perform daily branch activities in accordance to Bank's internal policies & regulatory requirement
• 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
• Compliance to Bank's standard average serving time and average waiting time
• Daily vouchers bundling and cross checking of vouchers at the end of day
• Ensure compliance on regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS etc.
• Ensure satisfactory audit rating and issues raised are resolved within specified time frame
• Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS, prepare monthly report and back room functions
• Customer : Ensure 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. Attend customers’ enquiries / complaints immediately and adhere to complaints escalation procedures. To maintain good rapport with internal and external customers
• People : Resource management i.e. annual leave / attendance / branch meeting. Participate in staff development including Structure on the Job Training (SOJT) / coaching
• Other Responsibilities : To manage and undertake ad-hoc assignments assigned by Management from time to time. Social commitment activities involvement (CSR). To ensure cleanliness of the bank’s premise & SSL area. Relief duties as and when required. When performing relief function – Ensure compliance on on-boarding process and policy of new accounts – SA / CA / FD / SDB
• Learning & Growth : To involve and contribute to any special event organised by branch. Attend training on compliance, regulatory, product knowledge, customer services and other personal development and growth
• To incorporate AFFINBANK’s DNA to all staff in the branch and uphold team work spirit

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