Customer Relationship Manager

Alliance Bank Malaysia Berhad


Date: 2 weeks ago
City: Kota Kinabalu
Contract type: 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 referrals 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) 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.
      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 2-3 years working experience in the banking and financial industry, especially in the area of consumer banking

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