Customer Relationship Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Alliance Bank Malaysia Berhad Full time
  • Sales and Service Management
    • Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
    • Actively identify and pursue sales opportunities by:
  • Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
  • Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
  • Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
  • Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
  • Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank's revenue
  • Actively sourcing for new sales and leads within internal database and cross-referral obtained from Alliance@Work, SME, Commercial and Corporate Banking and other cross products within GCB.
  • Execute sales performance and tracking processes by:
    • Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
    • Compiling and submitting accurate and timely sales reports
  • Maintain accurate and updated information by:
    • Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
    • Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
  • Portfolio & Relationship Management
    • Grow customer franchise and contain customer attrition at low rate
    • Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)
    • Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
    • To actively market and sell consumer products to own portfolio of PB customers
    • Understanding and assessing customers' requirements and recommend appropriate consumer products
    • Actively cross-selling to Alliance Bank's customers
    • Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).
  • Build and maintain long-term and profitable relationships by:
    • Providing quality customer service. Obtain customers' feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
    • Resolving customers' problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
    • Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
    • Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
  • People Management
    • Manage stakeholder and be a team player.
    • Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager.
    • Project a professional business image at all times through high standards of housekeeping and personal grooming.
  • Risk, & Regulatory Management
    • Manage portfolio risk exposure for own portfolio of customer's risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
    • Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
    • Ensure self compliance on Alliance Bank's policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines.
NOTE: Job Descriptions are subject to change at the discretion of the Management
  • Skills
    • Experience in sales or sales management
    • Project satisfactory customer service quality & behaviour
    • Able to work well in a team
    • Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects.
    • Good planning / Organization skills
    • Flexibility to change
    • Proactive / Initiative
    • Open to problem solving / decision making / analytical thinking
    • Possess good job knowledge in banking and banking products
    • Passion for success and keen to work in a sales-driven environment
  • Knowledge
    • Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.
  • Experience
    • At least 3-8 years working experience in the banking and financial industry, especially in the area of consumer banking
  • Registered with the Federation of Investment Managers Malaysia (FIMM);
  • Pass all Unit Trust examinations conducted by FIMM
  • Pass IPPC (Structured Investment), CEILI, PCE (Life & General) for those who sell Bancassurance products;
  • Must not be below 21 years of age;
  • Possess at least Grade 3 SPM or its equivalent as determined by FIMM;
  • Honest, of good character, no adverse reputation, 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.
  • Not be an undischarged bankrupt, subject to bankruptcy proceedings and has failed to meet any judgement debt;
  • Have signed Statutory Declaration attesting to requirements set out in 5(a) to (c), 6 and undertaking to comply with SC's Code of Ethics and Standards of Professional Conduct.
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