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