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JOB PURPOSE
To lead the Surveillance team in ensuring post-disbursement customer satisfaction, detecting irregularities in GEB account openings, investigating staff misconduct, and monitoring marketing expenses to uphold compliance with internal policies and regulatory standards.
Customer Call-Back & Satisfaction Monitoring
Check and verify the call-back exercise for newly approved and disbursed GEB customers.
Assess customer satisfaction and detect potential misconduct by credit and sales personnel.
Maintain and report satisfaction ratings and feedback trends to relevant stakeholders.
GEB Account Opening Surveillance
Conduct sample checks on newly opened GEB Current Accounts.
Identify irregularities and enforce rework penalties where applicable.
Provide insights and recommendations to improve account opening processes.
Staff Misconduct Investigation
Undertake investigations into staff misconduct in accordance with Internet Consequence Management guidelines and Bank policies
Document findings and support disciplinary actions where necessary.
Marketing Expense & Inventory Audit
Conduct a minimum of one yearly inspection/audit of Marketing Expenses (ME) accruals and utilisation from Generali.
Perform half-yearly stock counts of gift vouchers/cards and merchandise items.
Ensure proper usage, reconciliation, documentation, and compliance with approved budgets and policies.
Highlight discrepancies and recommend corrective actions.
JOB REQUIREMENTS
Bachelor’s degree in Business, Finance, or related field.
Minimum 3 years of experience in banking compliance, audit, or surveillance.
Strong understanding of SME banking operations, onboarding processes, and branch procedures.
Experience in customer due diligence, account opening compliance, and customer monitoring.
Proven experience in investigations and stakeholder management.
Job details are sourced from the employer's original posting.
Open job postingAbout the company
Affin Bank Berhad is a Malaysian bank offering a wide range of financial products and services.