Customer Service Representative

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We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the 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

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