Customer Service Officer (Nationwide)
AFFIN Group
Date: 2 weeks ago
City: Bukit Mertajam
Contract type: Full time
Create your future with Affin! You too can make a difference.
Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too.
Job Purpose
Financial
Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too.
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.
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.
- 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
- Digital Video Recorder (DVD) & Close Circuit Television (CCTV)
- Maintain the upkeep and storage of telephone recorder
- Verify clear image is displayed on CCTV monitor
- DVR is in working condition & sufficient space for recording
- Alarm Monitoring
- Responsible for alarm testing once a month
- Managing Security Personnel
- To ensure verification of third party vendors accessing the premise
- Electrical and mechanical appliances in working order and neatly displayed
- Maintain branch cleanliness and promote conducive environment for both customers and staff
- Responsible for management of IT/Non IT Asset/Fixed Assets
- Conduct physical check (done minimum twice yearly i.e April & Oct) and balance against fixed and IT assets listing
- Recommend for write off of assets with written down book value
- Others -Storage and Archival Coordinator
- Stationeries are systematically arranged and quantity is not excessive
- Relevant pages/documents of account opening and vouchers are kept in a locked environment
- 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.
- 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 :
- Cheque book requisition
- CASA maintenance
- Documents for Account Services
- Request for Audit Confirmation to Credit Administration
- To observe deadlines on ad-hoc assignments
- 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.
- Social Commitment activities involvement
- 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.
- 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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