Service Relationship Manager
Alliance Bank Malaysia Berhad
Date: 2 weeks ago
City: Kuching
Contract type: 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 and etc
- Produce all correspondences, i.e. letter, inquiries within specified turnaround time.
- Assist CRMs to review customer accounts and perform service call if needed
- Assist on the change of CRM’s customer portfolio upon any resignation by reaching out to customers, reemphasize on back up CRM, and team concept to minimise the impact of changes.
- Assist to handles customer’s complaint referred by CRM, conduct investigation and provide complete and timely problem resolution.
- Work as a team with CRM to solicit sales by identifying cross sell opportunities among existing customers, as well as relationship deepening.
- To access and identify leads from various sources/channels as sales referral s in support of acquisition effort.
- Active participation and support in every aspect of marketing acquisition activities: - i.e customer events, marketing events, campaigns and product launches.
- Review and identify opportunities for service/process improvements by develop/implement action plans
- Review and highlight any process/service gap and to ensure compliance in place.
- Actively participate in all product & compliance, meetings.
- Participate in any project or assignment by immediate supervisor and Head of Department.
- Ensure completeness of documentation for all investment transactions and investment account opening
- Ensure completeness of documentation of all Banca transactions
- Ensure that RM submits all investment transactions to Ops for filing (both sides tally)
- Ensure all the checks for a) PDPA b) FATQA c) IBL done d) CRS e) Other compliance related matters.
- Ensure completeness in reverse enquiry forms
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