Customer Service Officer (Nationwide)

Customer Service Officer (Nationwide)

Apply locations: Menara Affin, TRX, Raub, Nusa Bestari, Genting Permai, Mid Valley Time type: Full time Posted on: Posted 30+ Days Ago Job requisition id: JR101117

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JOB PURPOSE

• To assist in managing daily branch operational activity, monitoring compliance, and regulatory requirements in accordance with the Bank's internal policy and regulatory requirements. • 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 targets.

ACCOUNTABILITIES

Financial

• To assist in referral and cross-selling of deposits/investment/Bancassurance/Banca Takaful products & cross-selling activities towards achieving branch targets.
• 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 with onboarding process and policy.
• 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 times.
• To monitor GL entries e.g. sundry, deferred accounts, etc and ensure timely reversal.
• Ensure that every subordinate complies in accordance with Branch Manual, BNM regulation and other statutory regulation with maximum efficiency.
• Ensure proper dual internal control and efficiency are maintained to prevent fraud and losses.
• Ensure satisfactory audit rating and issues raised are resolved within specified time frame.
• Ensure timely submission of reports.
• Security & Maintenance Coordinator responsibilities.
• Responsible for management of IT/Non-IT Asset/Fixed Assets.
• Storage and Archival Coordinator responsibilities.
• 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 Transactions.
• 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 service delivery.
• Handle customer complaints and resolution within SLA.
• Manage the Safe Deposit Box facilities for all customer accounts.
• Ensure data key in the CIF is accurate.
• 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.

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.

Other Responsibilities

• Relief duties- ABM/BM.
• Administer other operational support functions.
• Manage and undertake ad-hoc assignments assigned by management from time to time.
• Main holder to Vault & Self Service Machines.

Learning & Growth

• Involve and contribute to any special project organized by branch.
• Attend training on compliance, regulatory, product knowledge, customer services and personal development and growth.
• Incorporate AFFINBANK’s DNA to all staff in the branch and uphold team work spirit.

Why work here?

People are the heart of AFFIN BANK. We have a positive and supportive environment where we celebrate people’s personal growth and encourage them to be the best versions of themselves, both in the workplace and in their community.

Get In Touch

Join AFFIN as we evolve to become a financial institution of the future, embracing innovation and technology to deliver unrivaled customer service. We're looking for colleagues who share our values and are ready to live them every day.

AFFIN

"Always About You"At AFFIN, we strive to always connect and engage with our customers, to understand their changing needs and aspirations better. #J-18808-Ljbffr