Customer Service Officer (Nationwide)

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Job Purpose

1. Assist in managing daily branch operational activity, monitoring compliance, and regulatory requirements in accordance with the Bank's internal policy.
2. Ensure the highest quality customer experience through customer service and image enhancement opportunities.
3. Assist in referral and cross-selling of deposits/investment/insurance/Wealth/Takaful products towards achieving branch targets.

Accountabilities

Financial

1. Assist in referral and cross-selling of deposits/investment/Bancassurance/Banca Takaful products towards achieving branch targets.
2. Prevention of fraud and losses (internal and external).
3. Effectively control and monitor costs as per approved budget.
4. Achieve branch transactional fee-based income target.
5. Achieve branch lead generation fee-based income target.

Process

1. Onboarding of account opening, customer inquiries, and requests for changes in personal details in compliance with onboarding processes.
2. Ensure adherence to compliance on FSA/IFSA, PDPA, FEA, FATCA, CSR, PCT, AMLA.
3. Manage cash holding efficiently, serving as the primary custodian for cash in vault, cash deposit terminal, and ATM.
4. Monitor ATM for discrepancies, and maintain security items assigned by ABM/BM.
5. Check and review error correction and daily vouchers.
6. Verify overall cash balancing and related critical reports.
7. Process daily Incheqs/OCS cheques as per procedures.
8. Protect branch assets and ensure proper outlook.
9. Ensure back-up power supply is available at all times.
10. Monitor GL entries and ensure timely reversals.
11. Ensure compliance with Branch Manual, BNM regulation, and other statutory regulations.
12. Maintain satisfactory audit ratings and resolve issues within specified time frames.
13. Ensure timely submission of reports.
14. Coordinate security and maintenance activities.
15. Ensure proper management of IT/Non-IT assets.
16. Conduct physical checks on assets and recommend write-offs as necessary.
17. Ensure timely reporting of lapses via Oprisk System.
18. Responsible for renewal of contracts and licenses.

Customer

1. Ensure efficient customer service to meet SLA and alleviate complaints.
2. Ensure accuracy and error-free service delivery.
3. Handle customer complaints and resolutions within SLA.
4. Manage Safe Deposit Box facilities for customer accounts.
5. Ensure accuracy of data in CIF.
6. Manage branch staff and facilities appearance in line with the Bank’s standards.
7. Provide ongoing account maintenance support and financial services information.
8. Monitor and support the collection of high-quality customer information.

People

1. Resource management including annual leave and attendance.
2. Provide well-managed, competent, customer-oriented staff.
3. Facilitate staff development through structured training and mentoring.

Corporate Social Responsibility

1. Involvement in social commitment activities.

Other Responsibilities

1. Relief duties for ABM/BM.
2. Administer other operational support functions.
3. Manage and undertake ad-hoc assignments as assigned by management.
4. Main holder to vault and self-service machines.

Learning & Growth

1. Contribute to special projects organized by the branch.
2. Attend training on compliance, regulatory, product knowledge, customer services, and personal development.
3. Incorporate AFFINBANK’s DNA in all staff interactions and uphold team spirit.