Key Facts

Remote From:

Full time

, English

Hard Skills

Telephony Care Management Banking Services Customer Complaint Resolution Bank Compliance Digital Banking Microsoft Business Intelligence Problem Management Help Desk Support Credit Application Review Customer Centricity Shift Scheduling

Other Skills

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Client Confidentiality
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Administrative Functions
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Professionalism
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Communication
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Active Listening
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Tactfulness
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Teamwork
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Empathy
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Social Skills

Roles & Responsibilities

Bachelor’s degree in any field (fresh graduates welcome) or SPM/ Diploma with relevant experience.
Working experience in Financial Services Industry or Contact Centre is an added advantage.
Excellent command of English and Bahasa Malaysia (spoken and written); ability to converse in Mandarin or Cantonese is an added advantage.
Willing to work on shifts, weekends and public holidays; strong customer-centric and team player.

Requirements:

Handle inbound calls from Conventional and Islamic Banking customers and address inquiries from emails and internet banking, providing accurate information and resolving issues within the required timeframes.
Manage customer complaints with proper case management, protect customer information, and complete daily logs/reports for reporting.
Perform administrative tasks as delegated by the Team Leader/Supervisor, while maintaining tact, patience, empathy, and professionalism in customer interactions.
Ensure service delivery aligns with bank objectives, policies, and guidelines, and support cross-channel inquiries with accuracy and a customer-centric approach.

AFFIN Group

About AFFIN Group

Incorporated on 23 October 1975, AFFIN Group proudly commemorates its 50th anniversary in 2025—a milestone reflecting five decades of steadfast dedication to growth, innovation, and financial excellence, aligned with its vision to be the Most Creative and Innovative Financial Company in Malaysia. Affin Bank Berhad (“AFFIN BANK”) 197501003274 (25046-T) operates as the financial holding entity of Affin Islamic Bank Berhad (“AFFIN ISLAMIC”) 200501027372 (709506-V), Affin Hwang Investment Bank Berhad (“AFFIN HWANG”) 197301000792 (14389-U), Affin Moneybrokers Sdn Bhd (106666-U). Generali Insurance Malaysia Berhad and Generali Life Insurance Malaysia Berhad are affiliated companies of Affin Bank Berhad. AFFIN Group provides an array of financial products and services catering to individual, enterprise, commercial, and corporate clients. The focus market segments are categorised under essential business units such as Community Banking, Enterprise Banking, Corporate Banking, Treasury, and Investment Banking. For more information, please visit https://www.affingroup.com. AFFIN BANK and AFFIN ISLAMIC are members of PIDM.

Founded: 2018

Company size: 1001 - 5000

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Job description

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.

Location: Menara Glomac, Kelana Jaya.

Rotational shifts/days: 8:00 AM - 12:00 AM

Duration: 1-year Fixed Term Contract

KEY RESPONSIBILITIES

Handle inbound telephone interaction for Conventional and Islamic Bank customers.
Handle inquiries or requests that are received via other electronic channels (emails or internet banking)
Provide correct information and resolve problem efficiently within time frame.
To avoid repeated mistake and to ensure that the Customer Experience delivered at the highest quality.
Inquiry and request must be raise using case management with minimum error, within required timeline and customer information are protected.
Handling Customer Complaints
Complete daily logs/reports for reporting
Undertake and administrative task delegated by Team Leader/Supervisor.
Apply tact, patience (listening and empathy skills and practice professionalism when handling customer enquiries, problem or complaints).
Exercise sound credit, customer service in accordance with the Bank objective, policies and guidelines.

SKILLS/KNOWLEDGE

Bachelor’s Degree in any field (fresh) or SPM/Diploma holder with experience.
Possess working experience in Financial Services Industry or Contact Centre is an added advantage. Excellent command in English and Bahasa Malaysia (Spoken & Written).
Ability to converse in Mandarin or Cantonese is an added advantage.
Interpersonal skills in handling / attending to customer’s complaint at point of contact.
General knowledge in complaint management, banking policies and regulations.
Customer centric and a strong team player.
Must be able to work on shifts, weekends & Public Holidays.
Fresh Graduate are welcome to Apply!