Associate Customer Relationship Manager

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading bank in Malaysia is seeking a professional in Sales and Service Management to enhance customer relations and drive sales. The role involves resolving customer issues, pursuing sales opportunities, and collaborating with various teams to deliver tailored services. Candidates should be adept at relationship-building and continuously improving service quality to meet sales targets while adhering to compliance standards.

Qualifications

• Ability to maintain long-term customer relationships and service standards.
• Familiarity with expanding investment accounts and cross-selling.
• Experience in managing portfolios and adhering to compliance standards.

Responsibilities

• Provide excellent personalized service to customers; manage transactions and resolve complaints.
• Track sales performance and support targets to expand customer base.
• Ensure compliance with risk management and regulatory standards.

Skills

Customer Service

Sales Strategy

Relationship Management

Problem Solving

Job description

Sales and Service Management

Focus on providing excellent personalized service to PB customers by attending to various banking transaction needs and resolving problems/complaints within the specified TAT.

Actively identify and pursue sales opportunities by:

• Expanding and growing the new customer base and new investment accounts through referrals from existing PB customers or personalized service recovery efforts.
• Growing existing relationship AUMs, including CASA and Fixed Deposits, and acquiring new customers.
• Collaborating with Wealth Management Office, Branch Operations, Customer Service Division, and Lending Hubs to obtain comprehensive product updates tailored for our affluent customers.
• Identifying cross-sell opportunities among existing PB customers and for relationship deepening.
• Promoting product bundles to increase cross-sell penetration and contribute to bank revenue growth.
• Proactively sourcing new sales and leads within the internal database and through cross-referrals from Alliance@Work, SME, Commercial, and Corporate Banking.

Execute sales performance tracking by:

• Supporting Branch Manager/PB Hub Manager in achieving sales and service targets.
• Compiling and submitting accurate, timely sales reports.

Maintain accurate and updated information by:

• Staying informed about product updates and market changes.
• Serving as the first line of defense against fraudulent and unusual activities, ensuring operational compliance.

Portfolio & Relationship Management

Grow customer franchise and minimize attrition. Increase balances and share of wallet in key products such as CASA, FD, Foreign Current Accounts, Investment Products, and Insurance Products.

Convert existing FD portfolios into revenue-generating products like CASA or FCA. Actively market and sell consumer products to own PB customer portfolio, understanding and assessing customer requirements to recommend suitable products.

Cross-sell to Alliance Bank’s customers and refer non-consumer lending opportunities to the appropriate units.

Relationship Building

Build and maintain long-term, profitable relationships by:

• Providing quality customer service and gathering feedback on sales-related matters.
• Resolving problems and complaints, escalating unresolved issues appropriately.
• Ensuring timely processing of wealth products and credit applications.
• Adhering to contact management and service standards for calls, visits, and market research.

Human Capital & Teamwork

Manage stakeholders effectively, participate in sales briefings, and project a professional image through high standards of grooming and conduct.

Risk & Regulatory Management

Manage portfolio risk, ensure compliance with policies and guidelines, and avoid mis-selling. Maintain audit and compliance standards according to regulatory requirements.

Note: Job descriptions are subject to change at management's discretion.