Customer Service Representative
Posted 8 days ago
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Job Description
Create the future with Affin! You too can make a difference.
We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where open minds meet and be inspired by a shared commitment to great work. You too can make a difference.
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.
- To take proactive actions to prevent fraud and losses (internal & external).
- To contribute to deposit growth by soliciting new accounts.
- To assist in managing cost control for the branch as per approved budget.
- Perform daily branch activities in accordance with Bank's internal policies and regulatory requirements.
- Effective cash handling and ensure Mid Day and End of Day cash balancing are performed in accordance with procedures.
- Ensure accuracy in day-end balancing within a 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 with regulatory requirements such as FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA, CRS, etc.
- Ensure satisfactory audit rating and resolve issues raised within the specified timeframe.
- Perform filing, printing daily reports, bundling vouchers, submitting documents via DIS, and preparing monthly reports.
- Ensure efficient customer service to meet SLA and address customer complaints.
- Ensure accuracy and error-free service delivery.
- Attend to customer inquiries/complaints immediately and follow escalation procedures.
- Maintain good rapport with internal and external customers.
- Resource management such as annual leave, attendance, and branch meetings.
- Participate in staff development including on-the-job training and coaching.
- Manage and undertake ad-hoc assignments as assigned by management.
- Participate in CSR activities.
- Ensure cleanliness of the bank premises and SSL area.
- Relief duties as required, ensuring compliance with onboarding processes and policies for new accounts.
- Participate and contribute to branch events.
- Attend training on compliance, regulations, products, customer service, and personal development.
- Uphold AFFINBANK’s DNA and team spirit.
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