Executive, Virtual Banking

AFFIN Group

. Handle inbound telephone interaction for Conventional and Islamic Bank customers .

Posted 11/4/2026full-timeKelana Jaya • MalaysiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on complaint management and resolution, while adhering to banking policies and regulations. Proficient in handling inquiries through various channels and maintaining high-quality customer experiences.

Highest-signal resume keywords

Customer ServiceComplaint ManagementFinancial Services Industry ExperienceEnglish and Bahasa Malaysia ProficiencyInterpersonal Skills

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

TactPatienceListening SkillsEmpathyProfessionalism

Industry Keywords

Banking PoliciesCustomer ExperienceCase ManagementInbound InteractionContact Centre

About the role

Key responsibilities & impact

Handle inbound telephone interaction for Conventional and Islamic Bank customers
Handle inquiries or requests received via emails or internet banking
Provide correct information and resolve problems efficiently within the required timeframe
Avoid repeated mistakes and ensure the highest-quality Customer Experience
Raise inquiries and requests using case management with minimum errors, within required timelines, while protecting customer information
Handle customer complaints
Complete daily logs/reports for reporting
Undertake administrative tasks delegated by the Team Leader/Supervisor
Apply tact, patience, listening and empathy skills, and professionalism when handling customer enquiries, problems or complaints
Exercise sound credit and customer service in accordance with the Bank’s objectives, policies and guidelines

Requirements

What you’ll need

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 Graduates are welcome to Apply!

Benefits

Comp & perks

1-year Fixed Term Contract
Fresh Graduates are welcome to Apply!