Customer Service Representative

Customer Service Representative

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 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 Banks internal policies.
• To perform back office functions as well as rendering customer service support.
• To contribute towards branchs 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 Banks 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 Banks 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 customers 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

Job ID JR100353