Associate Customer Relationship Manager

Alliance Bank Malaysia Berhad; Bintulu; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading Malaysian financial institution is seeking experienced sales personnel for personal banking services in Bintulu, Sarawak. The role involves providing high-quality customer service, increasing the customer base, and managing portfolios. Ideal candidates should have a degree and at least 2-3 years of experience in the banking sector, with fluent language skills in English, Bahasa Malaysia, or Chinese. Competitive benefits are offered.

Qualifications

• 2-3 years working experience in banking, specifically consumer banking.
• Ability to communicate in English, Bahasa Malaysia, or Chinese dialects.
• Demonstrated skills in customer relationship management.

Responsibilities

• Focus on providing personalized banking services to customers.
• Identify and pursue sales opportunities through referrals.
• Manage and grow customer portfolios while ensuring compliance.

Skills

Sales management

Customer service

Teamwork

Fluent in English

Planning/Organization

Flexibility

Proactive

Problem solving

Job knowledge in banking

Passion for success

Education

Diploma or Degree in Banking/Accounting/Finance/Economics/Marketing/Business Studies

Job description

Responsibilities

• 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 are 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 escalating 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.

Key Skills

• Experience in sales or sales management.
• Project satisfactory customer service quality & behaviour.
• Able to work well in a team.
• Fluent 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.

NOTE: Job Descriptions are subject to change at the discretion of the Management.