Senior Customer Relationship Manager

Job Purpose

• Primarily responsible to support a team of Privilege Banking (PB) Relationship Managers (RM) in customer transaction and service matters. Resolving PB customers’ issues and advise them accordingly to ensure that the customer service level at branch is upheld at all times.
• Perform sales and service related activities for customers i.e. CASA account opening, Fixed Deposit placements/renewals/withdrawals and purchased of investment products. Through servicing customers, it identifies customer needs to sells appropriate products and refers quality sales opportunities.
  
  

KEY PRODUCTS

• Bancassurance
• Investment Products – i.e. DCI, Bonds, ASNB, SI, ELI & Unit Trust
• Credit Cards
• Deposits (CASA & Fixed Deposits)
• Other Consumer Loans
• Share Margin Financing / Share Trading
• 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
• Relief officer role to RM and continue to offer proactive and personalized financial services to the affluent segment customers
• Actively identify and pursue sales opportunities by:
• Supporting RM to expand new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Grow existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Retail Wealth Management Services, Branch Operations, Customer Service Division, Loan Centre to support RM on obtaining comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promote product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
• Actively source for new sales and leads within internal database and cross-referral obtained from Commercial and Corporate Banking
• Generate new leads through networking with lawyers, developers, real estate agents, SME/Commercial/Corporate, associations, clubs, etc.
• Execute sales performance and tracking processes by:
• Supporting Branch Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compile and submit 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)
• Serve 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, DCI, FCA &
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
• To actively market and sell Alliance Bank’s consumer products to own portfolio of PB customers by:
• 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). Routing a copy of referral form to the District Sales Manager
• Build and maintain long-term and profitable relationships by:
  
  

– Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform RM and BM where appropriate

– Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/CH/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/CH/RH when necessary
• People Management
• Encourage and promote teamwork within branch sales and service team by:
  
  

– Providing assistance (e.g. training, knowledge sharing, covering of duties) to sales team members where necessary

– Identifying and sharing new ideas and approaches for increasing sales and maximising customer experiences

– Maintaining a conducive and professional working relationship within the sales team

• Participate in daily / weekly service briefings conducted by Service & Operations
• Project a professional business image at all times through high standards of housekeeping and personal grooming and by being a role model to the juniors
• Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
• 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 Center
• 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.