Pillar 2: Timely & Efficient Service
Description
Deliver a seamless basic /general banking
services wherein the customer is aware of:
•
Time that will be taken.
•
Broadly, the steps involved
in executing the customer’s instruction
Expected Outcome
BEING
RELIABLE
Service Level Target
80% of the customers are served within the expected service level.
No. |
Commitment |
Service Standards |
2.1 |
We will set a clear
expectation on time taken for various services.
|
Information on time taken to deliver services to the customer i.e. expected service standard is made available through various channels. (i.e. branch /brochures /contact center /website) |
2.2 |
We will serve customers promptly at our branch counter service. |
Customer Waiting Time • Within 10 minutes.
Customer Serving Time
• Within 5 minutes for simple transactions e.g. single transaction, cash withdrawals.
• Within 20 minutes for complex transactions e.g. Remittance /FD /TD Transaction. |
2.3 |
We will efficiently attend to account applications at our branch counter service. |
Account Opening/Closure Turnaround Time
(From full documents and information received)
a. Basic Savings Account Opening (Conventional & Islamic)
• New & Existing Customer:
within 45 minutes.
b. Basic Current Account Opening (Conventional & Islamic)
• New & Existing Customer:
within 45 minutes.
c. Account Closing (Conventional & Islamic)
• Basic Savings Account: within 10 minutes.
• Basic Current Account: within 20 minutes.
Note: The turnaround times stated include verification process i.e. KYC (CDD/EDD) but exclude account onboarding processes e.g. introduction to our other products and services, registration for our AmOnline Internet Banking, etc.
Issuance of ATM or Debit Card
Within the same business day of Savings /Current Account (Conventional & Islamic) being opened. |
2.4 |
We will efficiently attend to banking transactions. |
Executing a Foreign Currency Remittance (Commonly used currency i.e. AUD; USD;GBP; CAD;NZD; EUR;JPY;IDR & SGD)
a. Inward – cut-off time 2p.m.
• Before cut-off time: credited on the same day.
• After cut-off time: credited on the next working day.
b. Outward – cut off time 4p.m.
• Before cut-off time: processed on the same day.
• After cut-off time: processed on the next working day.
Note: The date of receiving funds subject to completeness of information and extent of checks /due diligence performed.
Cheque Crediting Schedule
Business Day1 |
Business Day 2 |
Business Day 3 |
BEFORE Cut-off time of 4.00 p.m. |
√ After 8.30 p.m. |
|
AFTER Cut-off time of 4.00 p.m. |
|
√ After 8.30 p.m. |
---|
|
|
2.5 |
We will efficiently attend to product applications. |
Product Application Turnaround Time
(From full documents and information received)
a. Credit Card/-i Application:
Within 3 working days + time taken to post the card.
b. Hire Purchase/-i Application:
Within 2 working days.
c. Mortgage Loan /Financing Application (individual):
Within 5 working days.
d. Loan /Financing Application (Small and Medium Enterprise - SME):
Within 3 weeks.
|
2.6 |
We will follow through and provide the requisite updates to customer’s queries. |
a. Phone
• Where no follow up is required – immediate such as first call resolution.
• Where follow up is required – within 3 working days from the date of the first call.
• Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.
b. Written (email, facsimile, letter, social media)
• For e-mail
i. Provide acknowledgement response automatically / within 24 hours (if the email is addressed to customercare@ambankgroup.com).
ii. Respond within 3 working days from the date of receipt of enquiry if enquiry is not complex.
• For letter or facsimile
i. Provide timeframe and keep the customer updated upon receipt.
• For social media
i. Provide acknowledgement response within 24 hours if it is a working day. Otherwise, the acknowledgement response will be on the working day which follows.
ii. Respond within 3 working days from the date of receipt of enquiry if enquiry is not complex.
Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.
c. Counter
• Where no follow up is required, we will endeavor to provide first touch point resolution immediately.
• Where follow up is required – within 3 working days from date of first visit.
• Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly. |
2.7 |
We will address the customer’s complaints /issues consistently and promptly. |
• Acknowledge the customer’s complaints /issues within 24 hours of a working day.
• Communicate clearly on the complaint /issue.
• Address the complaint /issue in an equitable, objective and timely manner by informing the customer on our decision no later than 14 calendar days from the date of the receipt of the complaint /issue.
• Keep the customer updated if unable to address the complaint /issues within the stipulated timeframe.
• Provide information on escalation to higher alternative avenues if the queries are not to the customer’s satisfaction at first instance.
Note: Complaints management is governed by the guidelines set by Bank Negara Malaysia (BNM). |