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Customer Service Representative (Nationwide)

Customer Service Representative (Nationwide)

AFFIN GroupKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Customer Service Representative (Nationwide) – AFFIN Group

AFFIN Group WP. Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Overview

Responsibilities and expectations for the Customer Service Representative role, including frontline customer service, back office support, and contributions to branch performance and product cross-selling in Deposit / Investment / Bancassurance / Banca Takaful offerings.

Responsibilities

  • To provide frontline service to customers.
  • To deliver quality customer service in accordance with Bank’s internal policies.
  • To perform back office functions as well as rendering customer service support.
  • To contribute towards branch’s deposit growth and cross selling Deposit / Investment / Bancassurance / Banca Takaful products.

Accountabilities

Financial

  • 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.

    • Process

  • Perform daily branch activities in accordance to Bank’s internal policies and regulatory requirements.
  • 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 and to Bank’s standard average serving time and average waiting time.
  • Daily vouchers bundling and cross checking of vouchers at the end of day; prepare monthly report and back room functions.
  • Ensure compliance on regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.; ensure satisfactory audit rating and timely resolution of issues.
  • Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS.

    • Customer

  • Ensure efficient customer service level to meet SLA and address customer complaints promptly, adhering to escalation procedures.
  • Maintain accuracy and error-free service delivery; attend to inquiries / complaints and maintain good rapport with internal and external customers.

    • People

  • Resource management (annual leave, attendance, branch meetings).
  • Participate in staff development including SOJT / coaching.

    • Other Responsibilities

  • Manage ad-hoc assignments assigned by Management; participate in CSR activities; ensure cleanliness of the bank’s premises; relief duties as required.
  • When performing relief functions, ensure compliance with on-boarding processes and policies for new accounts (SA / CA / FD / SDB).

    • Learning & Growth

  • Involve in special events organized by the branch; attend training on compliance, regulatory, product knowledge, customer service, and personal development; embody AFFINBANK’s DNA and teamwork.

    • Additional Details

    Seniority level : Entry level

    Employment type : Full-time

    Job function : Other

    Industries : Banking

    Note : Referrals may increase interview chances.

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