Customer Relationship Manager

- 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