Temporary Customer Service Officer (1-Year contract), Sungai Petani Branch

Job Description:

Duties & Responsibilities

Handling Operations Administration, Customer Enquiries and Crowd Management:

• Process various transactions and customer applications over the counter, including cash deposits, withdrawals, and remittances.
• Facilitate salary crediting and support day-to-day branch operations.

• Address queries regarding BIC/ATM/CDM/Internet Banking.
• Encourage migration of over-the-counter transactions to alternative channels.
• Maintain availability of transaction slips, forms, and complaint documents.
• Ensure marketing collaterals are up-to-date and promote banking products to customers.
• Address customer complaints regarding CDM/ATM/Internet Banking promptly.
• Resolve complaints within agreed timeframes and provide assistance on consumer financing, deposit, and Bancatakaful products.
• Investigate and rectify customer complaints in a timely manner.
• Assist with financing and Trade Finance operations, including redemption, discharge transactions, disbursement, and repayment activities.

Handling of CASATIA Account Opening:

• Attend to customer applications for opening CASATIA accounts.
• Check and verify the completeness of relevant documents submitted by customers.
• Perform CIF creation, updating, and maintenance, and generate CIF reports.

Manage CASATIA CIF:

• Process CIF applications from walk-in customers, non-account holders, individuals, joint account holders, non-individuals, online applicants, and bulk openings.
• Ensure completeness of customer information in CIF forms and verify related documents.
• Create, activate, and open customer accounts.
• Conduct CIF inquiries to prevent duplication.
• Maintain CIF records based on customer requests or information received from related parties.
• Serve as a one-stop centre for account opening.
• Authorize Bank Card/Debit Card transactions and ensure compliance with guidelines.

Handling Sales & Marketing:

• Support asset management by processing of PF Disbursement, PF Net Disbursement, ASB Disbursement, HFA Acceptance, and BIC Activation.
• Drive sales of fee-based products to achieve targets and collaborate with sales teams for alignment.
• Monitor and review unit trust customer accounts.
• Focus on acquiring new CASATIA deposits and cultivate relationships with existing CASATIA deposit holders.

Ensure compliance with internal policies, guidelines, and external regulatory requirements.

Perform any other duties assigned by superiors as per business requirements.

• Bachelor’s degree holder with less than 2 years of working experience or a fresh graduate.
• Customer service orientation - friendly and professional demeanor is important. Being able to assist customers with their inquiries, resolve issues, and provide a positive experience.
• Should demonstrate a genuine interest in sales and cross-selling functions.
• A team player and collaborating effectively with colleagues is essential for maintaining smooth operations and branch performance (Sales and Operations).
• Demonstrate honesty, reliability, and ethical behavior.
• Attention to detail is crucial to prevent errors and ensure accuracy in financial transactions.
• Banking environments can be fast-paced and may require multitasking and handling various responsibilities simultaneously. Being adaptable to changes and effectively navigating various circumstance