Customer Service Officer

5 days ago

Butterworth, Penang, Malaysia AFFIN Group Full time
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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 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 with onboarding 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 the branch and ensure its proper outlook (internal and external).
  • Ensure that your branch back-up power supply is available at all 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 complies in accordance with Branch Manual, BNM regulation, and other statutory regulations 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.
  • 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 premises.
  • Electrical and mechanical appliances in working order and neatly displayed.
  • Maintain branch cleanliness and promote a 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 Transactions.
  • 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 keyed 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.
  • 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.
  • To observe deadlines on ad-hoc assignments.

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 assigned by management from time to time.
  • Main holder to Vault & Self Service Machines.

Learning & Growth
  • To involve and contribute to any special project organized by the branch.
  • Attend training on compliance, regulatory, product knowledge, customer services, and personal development and growth.
  • To incorporate AFFINBANK's DNA to all staff in the branch and uphold team work spirit.
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