Customer Service Officer (Nationwide)

AFFIN Group

Date: 4 weeks ago

City: Aurangabad, Maharashtra

Contract type: Full time

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Job Purpose

To 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.

Accountabilities

Financial

To 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.

Process

Onboarding of account opening, customer’s enquiries & customer’s request for change of personal details in compliance to on boarding process and policy - SA/CA/FD/SDB/ATM/RIB/CIB etc
Ensure 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 guidelines
Protect 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 reversal
Ensure 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 Coordinator
Digital Video Recorder (DVD) & Close Circuit Television (CCTV)
Maintain the upkeep and storage of telephone recorder
Verify clear image is displayed on CCTV monitor
DVR is in working condition & sufficient space for recording
Alarm Monitoring
Responsible for alarm testing once a month
Managing Security Personnel
To ensure verification of third party vendors accessing the premise
Electrical and mechanical appliances in working order and neatly displayed
Maintain branch cleanliness and promote conducive environment for both customers and staff
Responsible for management of IT/Non IT Asset/Fixed Assets
Conduct physical check (done minimum twice yearly i.e April & Oct) and balance against fixed and IT assets listing
Recommend for write off of assets with written down book value
Others -Storage and Archival Coordinator
Stationeries are systematically arranged and quantity is not excessive
Relevant pages/documents of account opening and vouchers are kept in a locked environment
Documents and vouchers are sent to external storage as per the holding period specified in the Storage and Archival Manual
Ensure 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.

Customer

Ensure an efficient customer service level in order to meet SLA as well as to alleviate any customer’s 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 accurate
To manage the branch staff and facilities appearance in line with the Bank’s standard.
Provide transaction/support activities for all customer accounts
Provide on-going account maintenance support
Provide financial services information
Solve customer inquiries promptly
Monitor and support the collection and maintenance of high quality customer information.
To process the following :
Cheque book requisition
CASA maintenance
Documents for Account Services
Request for Audit Confirmation to Credit Administration
To observe deadlines on ad-hoc assignments

People

Resource management i.e. annual leave / attendance / branch meeting.
Provide well managed, competent / customer-oriented staff
Staff development i.e. Structured on the job Training (SOJT) / coaching/mentoring /appraisals.

Corporate Social Responsibility

Social Commitment activities involvement

Other Responsibilities

Relief duties- ABM/BM
To 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 & Growth

To 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 AFFINBANK’s DNA to all staff in the branch and uphold team work spirit

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