Customer Service Officer - Roadshow 2026

****Create 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 don’t just stay at the forefront of the industry – you can make a difference too. **Job Purpose** --------------- Support daily branch operations, ensure compliance with policies and regulations, deliver quality customer service, and contribute to branch sales through referrals and cross‑selling. **Key Responsibilities** ------------------------ ### **1\. Financial** * Support referrals and cross‑selling for deposits, investments, bancassurance/banca takaful, and wealth products. * Prevent operational fraud and losses. * Monitor and control branch operating expenses. * Achieve assigned transactional and lead‑generation fee income targets. ### **2\. Operations & Compliance** * Handle account opening, customer enquiries, and customer information updates in line with procedures. * Comply with all regulatory requirements (FSA/IFSA, PDPA, FEA, FATCA, AMLA, CDD/ECDD). * Act as main custodian for the vault, ATM, and cash machines, including daily balancing and reconciliation. * Monitor ATM operations, cash levels, discrepancies, and security items. * Review and validate daily vouchers, error corrections, GL entries, and critical reports. * Process In-Cheques/OCS cheques according to guidelines. * Maintain branch assets, equipment, and physical environment. * Ensure backup power supply and security systems are functional. * Submit all required reports accurately and on time, including loss data, KRI, and RCSA. * Report suspicious transactions and operational lapses within deadlines. ### **3\. Security & Asset Management** * Monitor CCTV, DVR, alarm systems, and security personnel. * Verify vendor access to branch premises. * Maintain orderly and secure storage of documents and stationery. * Conduct semi-annual physical checks on fixed assets and recommend disposals when necessary. * Manage archival processes according to retention requirements. ### **4\. Customer Service** * Deliver efficient and accurate service within SLA. * Resolve customer complaints promptly. * Manage Safe Deposit Box operations. * Ensure CIF data accuracy. * Process requests such as cheque book issuance, CASA maintenance, audit confirmations, and other service-related tasks. ### **5\. People & Branch Support** * Assist with staff scheduling, attendance, and branch meetings. * Support staff training, coaching, and performance development. * Promote teamwork and uphold the Bank’s service culture. * Participate in CSR activities. ### **6\. Additional Duties** * Perform relief duties for ABM/BM when required. * Manage the vault and self-service machines as main holder. * Undertake ad-hoc tasks and branch initiatives. * Attend relevant training to support compliance, service quality, and professional development.