Customer Service Officer

3 days ago


Kuching, Sarawak, Malaysia AFFIN Group Full time
Customer Service Officer (Nationwide)

Apply locations: Menara Affin, TRX, Raub, Nusa Bestari, Genting Permai, Mid Valley

Time type: Full time

Posted on: Posted 4 Days Ago

Job requisition id: JR101117

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JOB PURPOSE

To assist in managing daily branch operational activity, monitoring compliance, and regulatory requirements in accordance with the Bank's internal policy and regulatory requirements. 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 targets.

ACCOUNTABILITIESFinancial
  1. To assist in referral and cross-selling of deposits/investment/Bancassurance/Banca Takaful products & cross-selling activities towards achieving branch targets.
  2. Prevention of Fraud and Losses (internal and external).
  3. To effectively control and monitor costs as per the approved budget.
  4. Achieve branch Transactional Fee based income target as given.
  5. Achieve branch Lead Generation Fee Based Income target as given.
Process
  1. Onboarding of account opening, customer inquiries & requests for change of personal details in compliance with onboarding process and policy.
  2. Ensure adherence to compliance on FSA/IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA-Transaction monitoring, AML Alerts, CDD, and ECDD.
  3. Manage cash holding efficiently, as the main custodian for cash in vault, cash deposit terminal, and ATM including checking and authorizing ATM Daily Summary Book.
  4. Monitor ATM for discrepancies, ATM card stock, security items, maintenance of cheque book register, and other security items assigned by ABM/BM.
  5. Check and review error correction and checking of daily vouchers.
  6. Verify overall cash balancing, related critical reports, and cheque confirmation.
  7. Processing of daily Incheqs/OCS cheque as per procedures and guidelines.
  8. Protect the assets of the branch and ensure its proper outlook (internal and external).
  9. Ensure that your branch backup power supply is available at all times.
  10. Monitor GL entries and ensure timely reversal.
  11. Ensure compliance with Branch Manual, BNM regulation, and other statutory regulations with maximum efficiency.
  12. Ensure satisfactory audit rating and resolve issues within specified time frame.
  13. Ensure timely submission of reports.
  14. Security & Maintenance Coordinator responsibilities.
  15. Responsible for management of IT/Non-IT Asset/Fixed Assets.
Customer
  1. Ensure an efficient customer service level to meet SLA and alleviate customer complaints.
  2. Ensure accuracy and error-free service delivery.
  3. Handle customer complaints and resolutions within SLA.
  4. Manage Safe Deposit Box facilities for all customer accounts.
  5. Provide transaction/support activities for all customer accounts.
  6. Solve customer inquiries promptly.
  7. Monitor and support the collection and maintenance of high-quality customer information.
People
  1. Resource management i.e. annual leave/attendance/branch meeting.
  2. Provide well managed, competent, customer-oriented staff.
  3. Staff development i.e. Structured on-the-job Training (SOJT)/coaching/mentoring/appraisals.
Other Responsibilities
  1. Relief duties- ABM/BM.
  2. Administer other operational support functions.
  3. Manage and undertake ad-hoc assignments assigned by management.
Learning & Growth
  1. Involve and contribute to special projects organized by the branch.
  2. Attend training on compliance, regulatory, product knowledge, customer services, and personal development.
Why work here?

People are the heart of AFFIN BANK. We have a positive and supportive environment where we celebrate personal growth and encourage individuals to be the best versions of themselves.

Get In Touch

Join AFFIN as we evolve to become a financial institution of the future, embracing innovation and technology to deliver unrivaled customer service.

AFFIN

"Always About You"
At AFFIN, we strive to connect and engage with our customers to understand their changing needs better.

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