Service Relationship Manager

7 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Alliance Bank Malaysia Berhad Full time
Service & Relationship Management
  • Attend to customers and assist CRMs in various wealth product transactions and account opening as needed or resolve problems highlighted by them immediately and accurately.
  • Assist CRMs to attend to the referrals/leads triggers when CRM is not around, i.e. training, out for appointment, on leave, etc.
  • Produce all correspondences, i.e. letters, inquiries within specified turnaround time.
  • Assist CRMs to review customer accounts and perform service calls if needed.
  • Assist on the change of CRM's customer portfolio upon any resignation by reaching out to customers, reemphasizing the backup CRM and team concept to minimize the impact of changes.
  • Assist to handle customer complaints referred by CRM, conduct investigations, and provide complete and timely problem resolution.
Sales Support Management
  • Work as a team with CRM to solicit sales by identifying cross-sell opportunities among existing customers, as well as relationship deepening.
  • Access and identify leads from various sources/channels as sales referrals in support of acquisition efforts.
  • Active participation and support in every aspect of marketing acquisition activities, i.e. customer events, marketing events, campaigns, and product launches.
Administration/Operations/Compliance
  • Review and identify opportunities for service/process improvements by developing/implementing action plans.
  • Review and highlight any process/service gaps and ensure compliance is in place.
  • Actively participate in all product & compliance meetings.
  • Participate in any project or assignment by the immediate supervisor and Head of Department.
  • Independent checker role for Investment Sales Product Checklist to ensure necessary documents and details for all investment transactions are in place and accurate.
  • Ensure completeness of documentation for all investment transactions and investment account openings.
  • Ensure completeness of documentation for all Banca transactions.
  • Ensure that RM submits all investment transactions to Ops for filing (both sides tally).
  • Ensure all the checks for PDPA, FATCA, IBL, CRS, and other compliance-related matters are done.
  • Ensure completeness in reverse enquiry forms.
Skills
  • Customer Service / Service Quality
  • Time Management
  • Flexibility to Change
  • Teamwork
  • Communication
  • Planning / Organization
  • Sales Management
  • Proactive / Initiative
  • Problem Solving / Decision Making / Analytical Thinking
Knowledge
  • A university degree (in relevant disciplines) or its equivalent.
  • Certified – FIMM, CEILI, PCE Life and General (preferable).
Experience
  • At least 2-3 years working experience in wealth management from the financial industry.
  • Experience in the high net worth segment will be added advantage.
  • Preferably registered with The Federation of Investment Managers Malaysia (FIMM).
  • Preferably passed the Unit Trust Examination conducted by FIMM.
  • Preferably passed CEILI, PCE (Life & General) for those who sell Bancassurance products.
  • Must not be below 21 years of age.
  • Must possess at least Grade 3 SPM or its equivalent as determined by FIMM.
  • Honest, of good character, good repute, efficient, reliable, and have high integrity. Individual must not have been:
    • Found by a court or other competent authority to have acted fraudulently or dishonestly;
    • Convicted of a criminal offence; or
    • Censured or reprimanded by, or denied/disqualified from membership of a professional or trade body; or a regulatory license, registration, or similar approval has been refused or revoked.
  • Sign a Statutory Declaration attesting to requirements set out and undertaking to comply with SC's Code of Ethics and Standards of Professional Conduct.
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