Customer Service Officer

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JOB PURPOSE

• To assist in managing daily branch operational activity, monitoring compliance, and regulatory requirement in accordance to the Bank`s internal policy and regulatory requirement.

• 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 to on boarding 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 branch and ensure its proper outlook (internal and external).

• Ensure that your branch back-up power supply is available at all the 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 comply in accordance with Branch Manual, BNM regulation and other statutory regulation 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.

• Check & review error correction.

• Checking of daily vouchers.

• Security & Maintenance Coordinator
o Digital Video Recorder (DVD) & Close Circuit Television (CCTV)
o Maintain the upkeep and storage of telephone recorder
o Verify clear image is displayed on CCTV monitor
o DVR is in working condition & sufficient space for recording
o Alarm Monitoring
o Responsible for alarm testing once a month
o Managing Security Personnel
o To ensure verification of third party vendors accessing the premise
o Electrical and mechanical appliances in working order and neatly displayed
o Maintain branch cleanliness and promote conducive environment for both customers and staff

• Responsible for management of IT/Non IT Asset/Fixed Assets
o Conduct physical check (done minimum twice yearly i.e April & Oct) and balance against fixed and IT assets listing
o Recommend for write off of assets with written down book value

• Others -Storage and Archival Coordinator
o Stationeries are systematically arranged and quantity is not excessive
o Relevant pages/documents of account opening and vouchers are kept in a locked environment
o 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 Transaction.

• 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 key 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 on-going 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 :
o Cheque book requisition
o CASA maintenance
o Documents for Account Services
o Request for Audit Confirmation to Credit Administration
o 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 assign by management from time to time.

• Main holder to Vault & Self Service Machines.
Learning & Growth

• To involve and contribute to any special project organise by 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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