Saturday, 23 September 2017, 2 Muharam 1439H Solat Time:
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CUSTOMER SERVICE CHARTER – SERVICE STANDARDS


A. BACKGROUND


The Customer Service Charter (also referred to as Charter) was set up in 2011 with the intention to outline key commitments and service standards for all banks when providing service to customers.
Bank Islam values the quality of its customer service and committed to providing a high standard of customer service that is tailored to meet the customers’ needs.
This Customer Service Charter outlines our key commitments in sustaining our customers’ best interest at all times.

 

B. SERVICE STANDARDS


Pillar 1: Know Your Customer

Description :

To understand the customer profile that enables the bank to:

  • Anticipate the customer’s needs and preference.
  • Offer products and services as per his/her requirements.

Expected Outcome:

BUILD TRUST

No Commitment Service Standards
1.1 We strive to help customer find the right product to suit his/her need/profile. 1. Knowledgeable staff is available to serve customer.
2. Customer’s information is gathered during new account opening process to get to know the customer, which may include the completion of banking forms and asking for supporting documents.
3. Information on features and fees for the various products and services is available to customer through various channels (i.e. branch/brochures/contact centre/bank’s website).
4. The bank conducts periodic customer satisfaction feedback/surveys to ensure that customer’s needs are fulfilled.

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/requisite documents involved in executing their instructions.

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 customer i.e. expected service standard is made available through various channels (i.e. branch/brochures/contact center/bank’s 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
2.3 We will efficiently attend to account applications at our branch counter service. Account Application Turnaround Time
(From full documents and information received)
Open Basic Savings Account
New Customer: within 15 minutes
Existing Customer: within 10 minutes.
Open Basic Current Account
New Customer: within 15 minutes
Existing Customer: within 10 minutes.
Close Account Turnaround Time
Within same business day of opening account.
Basic Savings Account : within 10 minutes.
Basic Current Account : within 20 minutes.
Issuance of ATM or Debit Card
Within same business day of opening account.
Note: This does not take into account onboarding process – banks have their own onboarding process/introduction to the banks’ products and services.
2.4 We will efficiently attend to banking transactions. Executing a foreign currency remittance
(Commonly used currency)
a. Inward (Depending on the cut off time)
Before cut off time : credited on the same day.
After cut off time : credited on next working day.
b. Outward (Processing time depending on the cut off time)
Before cut off time : processed on the same day.
After cut off time : processed on next working day.
Note: The date of funds received subject to completeness of information and extent of checks/due diligence performed by individual banks.
2.5 We will efficiently attend to product applications. Product Application Turnaround Time.
(From full documents and information received by the bank)
a. Credit Card-i Application:
Within 3 working days + time taken to post the card.
b. Vehicle Financing-i Application:
Within 2 working days.
c. House Financing-i Application (Individual):
Within 5 working days.
d. Personal Financing-i Application:
Within 5 working days.
e. Financing Application (SME):
Within 3 weeks.
2.6 We will follow through and provide the requisite updates to customer’s queries. a. Phone
1. Where no follow up is required
Immediate such as first call resolution for any request or inquiries within Contact Centre Agent’s empowerment.
2. Where follow up is required
Within 3 working days from the date of first call.
3. Where enquiry is complex
Bank will provide a reasonable timeframe and keep the customer updated accordingly.
b. Written (E-Mail, Fax, Letter, Social Media)
1. For E-Mail
Provide acknowledgement response within 24 hours if the email is addressed to contactcenter@bankislam.com.my
Respond within 3 working days from date of receipt of enquiry if enquiry is not complex.
 2. For Letter Or Fax
Provide acknowledgement response within 24 hours.
Respond within 3 working days from date of receipt of enquiry if enquiry is not complex.
3. For Social Media
Provide acknowledgement response within 24 hours.
Respond within 3 working days from date of receipt of enquiry if enquiry is not complex.
Note: Note: Where enquiry is complex, bank will provide a reasonable timeframe and keep the customer updated accordingly.
c. Counter
Where no follow up is required, bank 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, bank will provide a reasonable timeframe and keep the customer updated accordingly.
2.7 We will address customer’s complaints/issues consistently and promptly. a. Acknowledge customer’s complaints/issues within 24 hours of a working day.
b. Communicate clearly on the complaint/issue.
c. Address the complaint/issue in an equitable, objective and timely manner by informing customer on bank’s decision no later than 14 calendar days from the date of receipt of the complaint.
d. Keep customer updated if unable to address issues within the stipulated timeframe.
e. 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 spelt out by Bank Negara Malaysia (BNM) and banks will operate accordingly.

Pillar 3: Transparent & Personable Service

Description :

Endeavour to deliver the customer experience wherein the customer:

  • Is given access to products and services related information.
  • Is handled by competent and knowledgeable staff who will strive to provide good service.

Expected Outcome:

BETTER ENGAGEMENT

No Commitment Service Standards
3.1 We are open and transparent in our dealings. The following Information is made available through any of the various channels of communication such as branch/brochures/contact centre/ bank’s website:
a. Shariah contract applicable to fees, charges, compensation charges and relevant profit rates and obligations in the use of a banking product or service.
b. Product related details (i.e. product disclosure sheets, terms and conditions) are shared at the point of sale.
3.2 We train our bank personnel to have adequate knowledge to advise and assist customers on banking products and services. Sales personnel/Personal Financial Advisor/ Relationship Manager is knowledgeable about the bank’s products and services.
3.3 We provide customers a personable service experience. a. First Impressions
  Acknowledge customer when customer walks in/approaches the bank counter.
Offer to assist the customer.
b. Understand the customer’s needs
Ask questions to understand what the customer wants.
Listen attentively to customer.
c. Handle the queries/instructions
Provide options that meet customer’s needs.
Use simple words and explanations with the customer.
Perform end to end follow-up until customer’s issue is resolved.

 

Pillar 4: Banking Made Accessible

Description:

Offer an engagement model wherein the customer is aware of:

  • Multi-channel options.
  • Accessibility.

Expected Outcome:

PROVIDE CONVENIENCE OF BANKING FOR CUSTOMER’S PEACE OF MIND

No Commitment Service Standards
4.1 We are easily accessible via various channels i.e. physically & virtually. a. Customer is kept informed on the physical and virtual channels available to him/her, using the various modes of communication such as branch/ brochures /Contact Centre /Bank’s website.
b. Specifically, the customer has access to the following:
List of physical channels which include branches & self-service machines.
List of virtual channels which include Contact Centre (03-26 900 900) and internet banking (www.bankislam.biz).
Note: Complaints management is governed by the guidelines spelt out by Bank Negara Malaysia (BNM) and banks will operate accordingly.
4.2 We provide customers with efficient services via our virtual platforms outside of normal banking hours. Strive to ensure that our virtual channels meet the following target service levels:-
a. Self-service terminal (service uptime/month)
ATM – At least 98% of the time measured by machines on a monthly basis.
CDM – At least 95% of the time measured by machines on a monthly basis.
b. Contact centre – At least 70% calls are to be answered within 30 seconds.
c. Internet banking (service uptime/month) – 98%.
4.3 We inform customers on the various options for more convenient banking. Share with the customer the various options for performing transactions through alternate channels, depending on the banks channel presence and where applicable.
This can be done via any of the following means:
Engagement by the bank personnel.
Signage to guide the customer.
Campaigns and brochures.
Corporate website.
4.4 We actively seek thoughts and suggestions on how banks can serve customers better. Provide channels for customer to render feedback via:
Corporate website (www.bankislam.com.my)/Internet banking (www.bankislam.biz.).
Contact Centre (03-26 900 900).
Branch (list of branches is available on the bank’s website).
Periodic customer satisfaction surveys.
Details of BNM and Ombudsman for Financial Services (OFS) are included as alternate avenues:
BNMLINK
Laman Informasi Nasihat dan Khidmat (LINK)Tingkat Bawah, Blok D

Bank Negara Malaysia

Peti Surat 10922

50929 Kuala Lumpur

Contact Centre: 1-300-88-5465 (LINK)
E-mail : bnmtelelink@bnm.gov.my
Website : http://www.bnm.gov.my
Ombudsman for Financial Services
Level 14, Main Block, Menara Takaful MalaysiaNo.4, Jalan Sultan Sulaiman, 50000, Kuala Lumpur
E-mail : enquiry@ofs.org.my
Website : www.ofs.org.my.

 

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