Customer Service Officer

Req ID: 6073- Job Description:

- **Summary**

Responsible in assisting Assistant Branch Manager in handling operational matters related to branches and assisting customers to meet the Bank’s requirement in enjoying the Bank’s product and services.

**Duties and Responsibilities**

Handling of CASAIA opening of account
- Check and verify the completeness of relevant documents submitted by customers.
- Perform CIF creation/ updating/ maintenance and update CIF error and printing of CIF report.

Manage CASAIA CIF and its integrity
- Ensure the completeness of details customer information in the CIF form.
- Perform verification on related document submitted by customer.
- Perform CIF creation, activation and opening of customer account.
- Perform CIF inquiry in order to avoid any duplication for CIF creation.
- Perform CIF maintenance based on customer’s request or based on any evidence or information received from related parties.
- Act as one stop centre for account opening process.
- Fully responsible to perform the authorization of Bank Card/Debit Card at their terminal.
- Ensure safekeeping of Bank Card/Debit Card as stipulated in the standard guideline.

Handling of Customer Enquiries
- Attend customer request for EPF withdrawal & full settlement financing account
- Provide customer inquiry on fee based product
- To provide investment advisory
- Monitor and review unit trust customer account.
- Attend all queries on BIC/ATM/CDM/Internet Banking

Handling of Customer Crowd and Administrative
- Migration of over the counter transactions (OTC) by customers to other alternative channels such as Self Service Terminals (SST), Internet Banking (IB), TAP mobile and etc;
- Promote all banking products to customers such as Savings Account, Current Accounts, Investment Account, Remittance, Electronic Banking and financing products;
- To ensure all transactions slips, related forms and Bank Negara complaint forms is available in the banking hall;
- To ensure all marketing collaterals are up to-date and remove any obsolete marketing materials;
- To promote and achieve target set for new sign up of Internet Banking/Debit Card/TAP Mobile Banking and etc;

Handling of Customer Complaint
- Attend complaint from customer such as CDM/ATM/Internet Banking
- Solve customer complaints within agreed timeframe
- Attend customer inquiry services on consumer financing, deposit and Bancatakaful product
- Ensure that all complaints by customers promptly investigated and timely rectified.
- Handling of Financing Related Operational Matters
- Attending financing and Trade Finance operations related matter such as redemption, discharge transactions, disbursement and repayment activities.

Other responsibilities as and when required
- Act as Relief Service Ambassador in handling cash
- To render service in professional, polite, fast and efficient manner.
- Perform individual balancing of cash accurately on daily basis
- Filling and batching of teller sources documents
- To be ready at least 15 minutes before commencement of banking hours
- To ensure fast service to all customer as per QMS requirement
- To received deposit from CIT service
- To complete account closing transaction
- To perform salary crediting.
- To adhere to the rules and procedures relating to operations as set by the bank
- Ensure all operational procedures comply with SOPs and other banking rules and regulations
- Support day-to-day branch operations
- Perform other task as instructed by Banking Service Manager.

Ensure adherence and compliance to all internal policies/guidelines and external regulatory requirements.

Any other duties/assignment as and when directed/assigned by the superior as per business requirement from ti