Associate Customer Relationship Manager

Alliance Bank; Kuala Lumpur; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading bank in Malaysia is seeking candidates for a role focused on providing excellent personalized service to its customers. The ideal candidate will play a critical role in enhancing customer experiences by addressing various banking transaction needs and resolving issues within specified time frames. The position requires a minimum of 2-3 years in the banking industry, strong sales capabilities, and an understanding of banking products. Fluency in English, Bahasa Malaysia, or Chinese is essential. Join us to drive sales growth and customer satisfaction.

Qualifications

• Minimum 2-3 years of working experience in the banking and financial industry, especially in consumer banking.
• Ability to work well in a team and provide satisfactory customer service.
• Flexibility in adapting to changes and proactive attitude.

Responsibilities

• Provide excellent personalized service to PB customers for banking transactions.
• Identify and pursue sales opportunities to grow customer base and investment accounts.
• Work with inter-department teams to obtain product updates for affluent customers.
• Support sales performance and compile accurate sales reports.
• Serve as a first line of defense to identify fraudulent activities.

Skills

Experience in sales or sales management

Fluent in English, Bahasa Malaysia or Chinese

Good planning / Organization skills

Proactive / Initiative

Possess good job knowledge in banking

Open to problem solving / decision making

Education

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

Job description

1mo ago , from Alliance Bank Malaysia Berhad

Responsibilities

• 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
• 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).

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