Associate Customer Relationship Manager

Alliance Bank Malaysia Berhad; Sitiawan; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading Malaysian bank seeks a Sales and Service Manager in Sitiawan to enhance service for PB customers and grow sales through effective relationship management and personalized service. The role requires strong communication skills and proven sales ability to support the bank's revenue growth.

Qualifications

• Strong interpersonal and communication skills.
• Ability to work collaboratively within a team.
• Proven sales track record in banking or finance.

Responsibilities

• Provide excellent personalized service to PB customers.
• Identify and pursue sales opportunities.
• Manage customer portfolios and relationships.

Skills

Customer Service

Sales Skills

Relationship Management

Education

Relevant Diploma or Degree

Job description

Sales and Service Management

• Focus on providing excellent personalized service to PB customers by attending to their 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, such as CASA and Fixed Deposits, and acquiring new customers.
• Collaborating with the Wealth Management Office, Branch Operations, Customer Service Division, and Lending Hubs to obtain comprehensive product updates exclusive to our affluent customers.
• Identifying cross-sell opportunities among existing PB customers and for relationship deepening.
• Promoting product bundles where applicable to increase cross-sell penetration and contribute to bank revenue growth.
• Sourcing new sales and leads within the internal database and through cross-referrals from Alliance@Work, SME, Commercial, and Corporate Banking, as well as other product referrals within GCB.

Execute Sales Performance and Tracking Processes

• Support Branch Manager/PB Hub Manager in achieving sales and service targets by ensuring performance standards are met.
• Compile and submit accurate and timely sales reports.

Maintain Accurate and Updated Information

• Stay informed about updated product information and market changes, such as interest rate revisions of Alliance Bank products and competitors.
• Serve as the first line of defense to identify fraudulent and unusual activities, ensuring operational compliance.

Portfolio & Relationship Management

• Grow customer franchise and minimize customer attrition.
• Increase balances and share of wallet in key products such as CASA, FD, Foreign Current Accounts, Investment Products (UT), and Insurance Products (RP).
• Convert existing FD portfolios into revenue-generating products like CASA and/or product bundles.
• Market and sell consumer products to own portfolio of PB customers.
• Understand and assess customers’ requirements and recommend appropriate consumer products.
• Cross-sell actively to Alliance Bank’s customers.
• Refer new non-consumer lending opportunities and complete referral forms for appropriate lending units (e.g., Commercial and Corporate Banking).

Build and Maintain Long-term Relationships

• Provide quality customer service, obtain customer feedback on sales-related matters, and inform managers where appropriate.
• Resolve customer problems and complaints related to sales, escalating unresolved issues as needed.
• Ensure turnaround times for wealth products/credit applications are within agreed service levels, escalating when necessary.
• Adhere to contact management and service standards for calls, visits, portfolio reviews, and market research.

Human Capital

• Manage stakeholders effectively and be a good team player.
• Participate in daily/weekly sales briefings conducted by the Branch Manager.
• Project a professional business image through high standards of housekeeping and grooming.

Risk & Regulatory Management

• Manage portfolio risk exposure, ensuring zero mis-selling to PB customers.
• Ensure compliance with policies, procedures, sales regulations, KYC, AMLA guidelines, confidentiality, credit control procedures, sales audit, and BNM guidelines, avoiding discrepancies and non-compliance.