Associate Customer Relationship Manager

Alliance Bank Malaysia Berhad; Malaysia; On-site; MYR 40,000 - 60,000; Full time

Job summary

A leading bank in Malaysia seeks a Sales and Service Management professional dedicated to providing outstanding customer service and driving sales growth. This role involves identifying cross-selling opportunities, managing customer relationships, and ensuring compliance with regulatory standards. The ideal candidate will be a proactive sales professional with a strong focus on customer satisfaction and relationship management.

Qualifications

• Strong interpersonal and communication skills.
• Ability to identify sales opportunities and manage customer relationships.
• Knowledge of banking products and regulations (KYC, AMLA).

Responsibilities

• Provide quality customer service and manage feedback.
• Identify and pursue sales opportunities to grow customer base.
• Ensure compliance with regulatory guidelines and manage risk.

Skills

Customer Service

Sales Skills

Relationship Management

Problem Solving

Risk Management

Job description

Alliance Bank Malaysia Berhad

Sales and Service Management

• Customer Service: Focus on providing excellent personalized service to PB customers by attending to their banking transaction needs and resolving problems/complaints within the specified TAT.
• Sales Opportunities: Actively identify and pursue sales opportunities by expanding the customer base and growing new investment accounts through referrals and personalized service recovery efforts.
• Relationship Growth: Grow existing relationship AUMs such as CASA and Fixed Deposits, and acquire new customers by working with various departments to offer comprehensive products tailored to affluent customers.
• Cross-Selling: Identify cross-sell opportunities among existing PB customers and promote product bundles to increase cross-sell penetration and bank revenue.
• Lead Generation: Source new sales and leads within internal databases and through cross-referrals from various banking units.
• Sales Tracking: Support sales performance tracking, compile, and submit accurate sales reports.
• Information Management: Keep updated with product information and market changes, and serve as the first line of defense against fraudulent activities.

Portfolio & Relationship Management

• Grow customer franchise and minimize attrition.
• Increase balances and share of wallet in key products such as CASA, FD, foreign accounts, investment, and insurance products.
• Convert existing FD portfolios to revenue-generating products.
• Market and sell consumer products to own portfolio, understanding customer requirements and cross-selling.
• Refer non-consumer lending opportunities to appropriate units.

Customer Relationship Building

• Provide quality customer service and gather feedback.
• Resolve problems and escalate unresolved complaints appropriately.
• Ensure timely processing of wealth and credit products, escalating when necessary.
• Adhere to contact management and service standards.

Human Capital & Teamwork

• Manage stakeholders and participate in sales briefings.
• Maintain a professional image through good grooming and housekeeping.

Risk & Regulatory Management

• Manage portfolio risk and ensure zero mis-selling.
• Ensure compliance with policies, procedures, and regulatory guidelines, including KYC, AMLA, and sales audit standards.

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