Associate Customer Relationship Manager

Alliance Bank Malaysia Berhad; Skudai; On-site; MYR 70,000 - 90,000; Full time

Job summary

A prominent banking institution in Skudai, Malaysia, is seeking a Sales and Service Manager for Priority Banking customers. The role involves delivering personalized service, resolving issues, and driving sales growth. The ideal candidate has experience in sales management, strong communication skills, and knowledge of banking products. This position offers opportunities for professional growth in a dynamic banking environment.

Qualifications

• Experience in sales or sales management.
• Fluent in English, Bahasa Malaysia, or Chinese.
• Good planning and organization skills.

Responsibilities

• Provide personalized service to PB customers and resolve complaints.
• Expand and grow the customer base through referrals.
• Support Branch Manager in achieving sales and service targets.

Skills

Customer service orientation

Sales management

Problem-solving

Analytical thinking

Teamwork

Education

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

Job description

Overview

Alliance Bank Malaysia Berhad is seeking a Sales and Service Manager for Priority Banking (PB) customers. The role focuses on delivering excellent personalized service, resolving problems within specified turn-around times, and identifying and pursuing sales opportunities within PB relationships.

Responsibilities

• Sales and Service Management: provide personalized service to PB customers, attend to their banking needs, resolve problems/complaints within specified TAT, identify cross-sell opportunities, and promote product bundles to increase cross-sell penetration and revenue.
• Sales Growth and Prospecting: expand and grow new customer base and new investment accounts through referrals from PB customers or service recovery efforts; grow existing relationship AUM ( CASA & Fixed Deposits ); acquire new customers; source new sales and leads from internal databases and cross-referrals (Alliance@Work, SME, Commercial and Corporate Banking, and other cross-referrals within GCB).
• Collaboration: work with Wealth Management Office, Branch Operations, Customer Service Division, and Lending Hubs to obtain updates exclusive to affluent customers; identify cross-sell opportunities among PB customers and for relationship deepening.
• Sales Execution and Reporting: support Branch Manager/PB Hub Manager to achieve sales and service targets; compile and submit accurate, timely sales reports.
• Account Maintenance: stay updated with product information and market changes; act as first line of defense to identify fraudulent and unusual activities; ensure compliance with operational controls and KYC/AML guidelines.

Portfolio and Relationship Management

• Grow customer franchise and minimize attrition; increase balances and share of wallet in key products (CASA, FD, Foreign Current Account, Investment Products, and Insurance).
• Actively convert existing FD portfolios to revenue-generating products (e.g., CASA and/or product bundles); market and sell consumer products to PB customers;
• Assess customer requirements and recommend appropriate consumer products; actively cross-sell to Alliance Bank’s customers; refer non-consumer lending opportunities to the appropriate lending units (e.g., Commercial and Corporate Banking).

Quality and Compliance

• Provide quality customer service; obtain customer feedback on sales matters and escalate as appropriate; ensure turnaround times for wealth products/credit applications are within service levels; adhere to contact management and service standards for calls, visits, portfolio reviews, and market research frequency with PB customers; manage risk exposures and ensure zero mis-selling; ensure no discrepancies or non-compliance when booking sales; comply with Alliance Bank policies, Sales Compliance, KYC, AML guidelines, confidentiality, and related audit requirements.

People, Risk and Compliance

• Maintain stakeholder relationships and be a team player; participate in daily/weekly sales briefings; project a professional business image through housekeeping and grooming; manage portfolio risk and ensure compliance across products.

Qualifications

• Experience in sales or sales management; strong customer service orientation and teamwork; fluent in English, Bahasa Malaysia, or Chinese (spoken and written); good planning/organization skills; flexible and proactive with problem-solving and analytical thinking; strong knowledge of banking and banking products; passion for a sales-driven environment.

Knowledge & Experience

• Diploma or Degree in Banking / Accounting & Finance / Economics / Marketing / Business Studies or related field.

• At least 2-3 years of experience in banking and financial services, especially in consumer banking.