Customer Service Officer

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Affin Bank Full time
Customer Service Officer (Nationwide)

Create your future with Affin You too can make a difference.
Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry - you can make a difference too.

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
  • SA/CA/FD/SDB/ATM/RIB/CIB etc
  • 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 backup power supply is available at all the times. i.e gen set serviced regularly.
  • 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 (DVD) & 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 alarm testing once a month
  • Managing Security Personnel
  • To ensure verification of third party vendors accessing the premise
  • Electrical and mechanical appliances in working order and neatly displayed
  • Maintain branch cleanliness and promote conducive environment for both customers and staff
  • Responsible for management of IT/Non IT Asset/Fixed Assets
  • Conduct physical check (done minimum twice yearly i.e April & Oct) 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 ongoing account maintenance support
  • Provide financial services information
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