CIMB Skype Banking Services Frequently Asked Questions

1            What is the CIMB Skype Banking Service about?  

The CIMB Skype Banking Service provides an alternate channel for you to have face-to-face conversations with our agents virtually via Skype for product and promotion enquiries.

2            What is CIMB’s Skype Caller ID?  

All of CIMB's official Skype Caller IDs are stated on our website. However, to ensure that you speak to a CIMB agent, please do not call us directly from your Skype application. Always call CIMB Skype Banking Services via trusted CIMB websites. (Please be cautious of fraudulent Skype Caller IDs.)

3            What are the operational hours for the CIMB Skype Banking Service?  

Our Skype Banking Service is available from Monday to Friday, from 9am-6pm; excluding public holidays.

4            Can I use this service from abroad?  

Yes, CIMB Skype Banking Service is accessible from anywhere as long as you have an internet connection. However, CIMB Skype Agents are only able to help you arrange appointments with Relationship Managers or Personal Financial Consultants located at our Malaysian branches.

5            Do I need to meet CIMB Relationship Managers or Personal Financial Consultants in the branch?  

For any transactional services, you will need to go to the branch. However, we can arrange for a CIMB Branch Relationship Manager or Personal Financial Consultants to call you first to discuss your requirements. If necessary, they can make an appointment to meet with you at the branch.

6            Are there any hardware and software requirements that must be met in order to use the CIMB Skype Banking Service?  

Below are the pre-requisites to use the CIMB Skype Banking Service: 

• A good internet connection is in place (Please refer to the Skype guidelines on bandwidth requirements for video calls.)
• A working microphone.
• A working web camera, if you would like to have a face-to-face video call with CIMB Skype Agents (you may continue to have a voice only call).
• The Skype application must be installed. Please ensure you have installed the latest version of Skype.
• An internet browser with access to www.cimbbank.com.my or www.cimbislamic.com.my. Please ensure you always call CIMB Skype Banking Services via trusted CIMB websites.

7            How do I use the CIMB Skype Banking Service?  

Please follow these steps: 

1.     Visit our Website at www.cimbbank.com.my or www.cimbislamic.com.my.

2.     Click on "Terms and Conditions" link to read the terms of usage. Check the checkbox to indicate that you have read and accepted the terms and conditions.

3.     Click on the  button to start a call.

4.     You will be greeted and music will be played while the system locates an available CIMB Skype Agent.

5.     Once an available agent is identified, the system will inform you of the name of the CIMB Skype Agent who will be attending to you.

6.     The agent will initiate a video call with you. Accept the call from the CIMB Skype Agent with video.

8            Why are there other Skype Caller IDs with “CIMB” when I search from Skype?  

Skype is a social channel made available to the public. Hence, CIMB has no control over creation of Skype Caller IDs. To protect yourself and ensure you speak to a legitimate CIMB Skype Agent, only initiate calls via CIMB Websites.

9            Why can’t CIMB Skype Agents help me check my account status or any other transactional services?  

Presently, Our Skype Agents are able to handle product and promotion enquiries only. However, we are continuously improving our services to better serve you.

10          How do I add CIMB Skype ID into my contact list?  

To ensure that you have contacted the official CIMB Skype ID, please call us from CIMB websites. We do not recommend that you add the CIMB Skype ID into your contact list. For your online safety, please do not call any CIMB ID directly from your Skype application.

11          Why can’t I call the same CIMB Skype Agent again?  

All calls will be randomly assigned by our system to the next available CIMB Skype Agent.

12          How much will it cost to use the CIMB Skype Banking Service?  

This is a free service.

13          The announcement mentioned that an agent will attend to me but there is no response.  

First, ensure your internet connection is stable enough for a video call. (Please follow the Skype guidelines on the bandwidth requirements for a video call.). Second, ensure your Skype status is not set to "invisible". Then, ensure your Skype privacy setting are configured to receive calls from anyone. For help on using Skype, please visit www.skype.com. 

  

14          Why does the call keep dropping after I connect to a CIMB Agent for a split second?  

Please ensure that you have installed the latest version of Skype on your device.

15          Why can’t I see CIMB Skype Agents during the call?  

Ensure you answer the call with video or you can enable video during the call. For help on using Skype, please visit www.skype.com. 

16          Why can’t I see the video picture on my TV?

Please ensure you are using the latest version of Skype. There might be video format incompatibility issues. For more information on Skype related technical questions, kindly visit www.skype.com.