Customer Relationship Manager
Alliance Bank Malaysia Berhad
Date: 3 weeks ago
City: Petaling Jaya
Contract type: Full time

- 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) and Insurance Products (RP)
- Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/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
- Human Capital
- Manage stakeholders and be a good team player
- Participate in daily / weekly sales briefings conducted by Branch 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, sales related audit compliance and BNM guidelines.
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
- Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.
- At least 2-3 years working experience in the banking and financial industry, especially in the area of consumer banking
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