Join to apply for the Customer Service Officer (Nationwide) role at AFFIN GroupJoin to apply for the Customer Service Officer (Nationwide) role at AFFIN GroupCreate 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 dont just stay at the forefront of the industry you can make a difference too.Job PurposeTo 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.AccountabilitiesFinancialTo 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.ProcessOnboarding of account opening, customers enquiries & customers request for change of personal details in compliance to on boarding process and policy - SA/CA/FD/SDB/ATM/RIB/CIB etcEnsure 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 guidelinesProtect 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 reversalEnsure 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 CoordinatorDigital Video Recorder (DVD) & Close Circuit Television (CCTV)Maintain the upkeep and storage of telephone recorderVerify clear image is displayed on CCTV monitorDVR is in working condition & sufficient space for recordingAlarm MonitoringResponsible for alarm testing once a monthManaging Security PersonnelTo ensure verification of third party vendors accessing the premiseElectrical and mechanical appliances in working order and neatly displayedMaintain branch cleanliness and promote conducive environment for both customers and staffResponsible for management of IT/Non IT Asset/Fixed AssetsConduct physical check (done minimum twice yearly i.e April & Oct) and balance against fixed and IT assets listingRecommend for write off of assets with written down book valueOthers -Storage and Archival CoordinatorStationeries are systematically arranged and quantity is not excessiveRelevant pages/documents of account opening and vouchers are kept in a locked environmentDocuments and vouchers are sent to external storage as per the holding period specified in the Storage and Archival ManualEnsure 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.CustomerEnsure an efficient customer service level in order to meet SLA as well as to alleviate any customers 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 accurateTo manage the branch staff and facilities appearance in line with the Banks standard.Provide transaction/support activities for all customer accountsProvide on-going account maintenance supportProvide financial services informationSolve customer inquiries promptlyMonitor and support the collection and maintenance of high quality customer information.To process the following :Cheque book requisitionCASA maintenanceDocuments for Account ServicesRequest for Audit Confirmation to Credit AdministrationTo observe deadlines on ad-hoc assignmentsPeopleResource management i.e. annual leave / attendance / branch meeting.Provide well managed, competent / customer-oriented staffStaff development i.e. Structured on the job Training (SOJT) / coaching/mentoring /appraisals.Corporate Social ResponsibilitySocial Commitment activities involvementOther ResponsibilitiesRelief duties- ABM/BMTo 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.Learning & GrowthTo 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 AFFINBANKs DNA to all staff in the branch and uphold team work spiritSeniority levelSeniority levelEntry levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesBankingReferrals increase your chances of interviewing at AFFIN Group by 2xGet notified about new Customer Service Officer 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Job Title
Customer Service Officer (Nationwide)