Customer Service Officer - Walk-in Interview (Genting Highland)

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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.