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Customer Experience Manager

3 weeks ago

Penang, Malaysia AFFIN Group Full time

A career-defining opportunity awaits at AFFIN Group, where you can craft your future and make a meaningful impact.

As a Customer Service Officer, you will be at the forefront of delivering exceptional customer experiences, ensuring seamless interactions, and exceeding expectations. Your role will encompass:

Key Responsibilities
  • Operational Management: Oversee daily branch activities, monitor compliance, and ensure regulatory requirements are met in line with the Bank's internal policies.
  • Customer Experience Enhancement: Focus on providing top-notch customer service, image enhancement opportunities, and referrals to boost customer satisfaction.
  • Financial Performance: Assist in cross-selling deposits, investments, insurance, wealth, and Takaful products to achieve branch targets.

In this dynamic role, you will:

Drive Financial Performance
  • Cross-sell and refer financial products to customers, contributing to branch targets.
  • Prevent fraud and losses by effectively monitoring internal and external risks.
  • Efficiently manage costs as per approved budgets.
  • Achieve transactional fee-based income and lead generation targets.

You will also be responsible for:

Process Excellence
  • Onboarding new accounts, handling customer inquiries, and updating personal details in compliance with established processes.
  • Ensure adherence to regulations, including FSA/IFSA, PDPA, FEA, FATCA, CSR, PCT, and AMLA.
  • Manage cash holdings efficiently, serving as the primary custodian for vault cash, cash deposit terminals, and ATMs.
  • Maintain security items assigned by ABM/BM and monitor ATM discrepancies.
  • Review error corrections and daily vouchers, verify cash balancing, and process Incheqs/OCS cheques as required.
  • Protect branch assets, ensure power backup, and comply with GL entries and statutory regulations.
  • Maintain satisfactory audit ratings and resolve issues within specified time frames.
  • Ensure timely report submission and coordinate security and maintenance activities.
  • Manage IT/Non-IT assets, conduct physical checks on assets, and recommend write-offs when necessary.
  • Report lapses via Oprisk System and renew contracts and licenses as needed.

This role also entails:

Excellent Customer Service
  • Deliver efficient customer service, meeting SLAs and resolving complaints within specified timeframes.
  • Ensure accuracy and timeliness in service delivery, maintaining high-quality standards.
  • Handle customer complaints and resolutions, managing Safe Deposit Box facilities for customer accounts.
  • Update CIF data accurately and maintain staff appearance in line with bank standards.
  • Provide ongoing account support and financial services information, collecting high-quality customer data.
Effective People Management
  • Resource management, including leave and attendance administration.
  • Foster well-managed, competent, customer-oriented staff through structured training and mentoring.
Corporate Social Responsibility
  • Promote social commitment activities and foster a culture of responsibility within the organization.
Other Key Responsibilities
  • Perform relief duties for ABM/BM and administer operational support functions as needed.
  • Undertake ad-hoc assignments assigned by management and maintain security responsibilities, including vault and self-service machines.
Learning & Growth
  • Contribute to special projects organized by the branch, enhancing knowledge and skills.
  • Attend training sessions on compliance, regulatory matters, product knowledge, customer services, and personal development.
  • Embed AFFINBANK's DNA in all staff interactions, upholding team spirit and excellence.