Customer Service Representative

2 days ago

Ayer Hitam, Johor, Malaysia AFFIN Group Full time 35,000 - 45,000 per year
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JOB PURPOSE

• To provide frontline service to customers.

• To deliver quality customer service in accordance with Bank`s internal policies.

• To perform back office functions as well as rendering customer service support.

• To contribute towards branch`s deposit growth and cross selling Deposit / Investment / Bancassurance / Banca Takaful products
 

ACCOUNTABILITIES

Financial

• To take pro-active actions to prevent fraud and losses (internal & external)

• To contribute to deposit growth by way of soliciting new accounts.

• To assist in managing cost control for the branch as per approved budget.
 

Process

• Perform daily branch activities in accordance to Bank`s internal policies &
regulatory requirement.

• Effective cash handling and ensure Mid Day and End of Day cash balancing is
performed in accordance with procedures.

• Ensure accuracy in day end balancing within reasonable time.

• Compliance to individual teller/drawer limit.

• Compliance to Bank`s standard average serving time and average waiting time.

• Daily vouchers bundling and cross checking of vouchers at the end of day.

• Ensure compliance on regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT,FEA, FATCA, CRS etc.

• Ensure satisfactory audit rating and issues raised are resolved within specified time frame.

• Perform filing, printing daily reports, bundling of daily vouchers, submission of documents via DIS, prepare monthly report and back room functions.

Customer

• Ensure 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.

• Attend customer`s enquiries / complains immediately and adhere to complaints escalation procedures.

• To maintain good rapport with internal and external customers.
 

People

• Resource management i.e. annual leave / attendance / branch meeting.

• Participate in staff development including Structure on the Job Training (SOJT) /coaching.
 

Other Responsibilities

• To manage and undertake ad-hoc assignments assigned by Management from time to time.

• Social commitment activities involvement (CSR).

• To ensure cleanliness of the bank's premise & SSL area.

• Relief duties as and when required.

• When performing relief function – Ensure compliance on on-boarding process and policy of new accounts – SA/CA/FD/SDB
 

Learning & Growth

• To involve and contribute to any special event organise by branch.

• Attend training on compliance, regulatory, product knowledge, customer services and other personal development and growth.

• To incorporate AFFINBANK's DNA to all staff in the branch and uphold team work spirit

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