Executive – Virtual Banking

AFFIN Group

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

Posted 10/31/2026full-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 adherence to banking policies. Proficient in handling inquiries through various channels while ensuring a high-quality customer experience.

Highest-signal resume keywords

Bachelor's DegreeCustomer ServiceComplaint ManagementEnglish ProficiencyBahasa Malaysia Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Complaint ManagementBanking PoliciesCase ManagementAdministrative TasksFinancial Services Knowledge

Soft Skills

Interpersonal SkillsEmpathyPatienceListening SkillsTeam Player

Industry Keywords

Financial Services IndustryContact CentreCustomer ExperienceInbound InteractionsProblem Resolution

About the role

Key responsibilities & impact

Handle inbound telephone interactions for Conventional and Islamic Bank customers
Handle inquiries or requests received via email or internet banking
Provide correct information and resolve problems efficiently within the required timeframe
Ensure high-quality customer experience and avoid repeated mistakes
Raise inquiries and requests using case management with minimum errors and within required timelines
Protect customer information
Handle customer complaints
Complete daily logs and reports
Undertake administrative tasks delegated by the Team Leader or 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 bank objectives, policies and guidelines

Requirements

What you’ll need

Bachelor’s Degree in any field (fresh) or SPM/Diploma holder with experience
Working experience in Financial Services Industry or Contact Centre is an added advantage
Excellent command in English and Bahasa Malaysia (spoken and written)
Ability to converse in Mandarin or Cantonese is an added advantage
Interpersonal skills in handling / attending to customer complaints 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 and Public Holidays

Benefits

Comp & perks

1-year Fixed Term Contract
Rotational 24-hour shifts
Fresh graduates are welcome to apply