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Job Summary:

The Customer Service Representative (CSR) is responsible for delivering efficient frontline banking services and operational support in compliance with the Bank’s internal policies and regulatory requirements.

The role ensures accurate transaction processing, excellent customer experience, adherence to compliance standards, and contributes towards branch deposit growth through proactive cross-selling of banking products.

Job Responsibilities:

1. Customer Service & Sales

•        Provide efficient and courteous frontline service to customers in accordance with service level standards (SLA).

•        Attend to customer enquiries and complaints promptly and in line with escalation procedures.

•        Ensure accurate and error-free transaction processing.

•        Proactively promote and cross-sell Deposit, Investment, Bancassurance and Banca Takaful products.

•        Contribute towards branch deposit growth through solicitation of new accounts.

2. Operations & Compliance

•        Perform daily branch operations in accordance with internal policies and regulatory requirements.

•        Ensure effective cash handling including Mid-Day and End-of-Day balancing.

•        Comply with teller/drawer limits and service time standards.

•        Perform daily voucher bundling, report printing, document filing and submission via DIS.

•        Ensure compliance with regulatory requirements including FSA, iFSA, PDPA, AMLA, PCT, FEA, FATCA and CRS.

•        Assist in resolving audit findings within stipulated timelines.

•        Support back-office functions and monthly reporting requirements.

3. Risk & Control

•        Take proactive measures to prevent fraud and financial losses (internal and external).

•        Ensure proper documentation and adherence to onboarding procedures for SA/CA/FD/SDB accounts when performing relief duties.

4. Team & Development

•        Participate in Structured On-the-Job Training (SOJT), coaching and staff development initiatives.

•        Support branch resource management including attendance and meetings.

•        Participate in branch events, CSR activities and uphold AFFINBANK’s DNA and teamwork culture.

•        Undertake ad-hoc assignments as assigned by Management.

Job Requirements:

•        Minimum Diploma in Business, Finance, Banking or related discipline.

•        Fresh graduates are encouraged to apply; relevant banking experience will be an added advantage.

•        Strong interpersonal and communication skills.

•        Customer-oriented with good service mindset.

•        Detail-oriented with high level of accuracy and integrity.

•        Basic knowledge of banking products and regulatory requirements is an advantage.

•        Able to work independently and as part of a team.

•        Proficient in Microsoft Office applications.