Customer Relationship Manager

Alliance Bank Malaysia Berhad; Butterworth; On-site; MYR 45,000 - 65,000; Full time

Job summary

A prominent Malaysian bank in Butterworth is seeking a dedicated individual to manage relationships with Privilege Banking customers. The ideal candidate will provide exceptional service, drive sales for a variety of banking products, and ensure customer satisfaction in a dynamic branch environment. This role requires strong sales and relationship management skills along with a commitment to uphold service standards.

Qualifications

• Excellent personalized service to customers.
• Experience in sales and relationship management.
• Strong understanding of banking products and services.

Responsibilities

• Manage relationships with Privilege Banking customers.
• Provide solutions for customer banking needs.
• Drive sales of investment and consumer products.

Skills

Customer relationship management

Sales skills

Problem solving

Communication

Job description

Alliance Bank Malaysia Berhad JOB PURPOSE

• Primarily responsible for managing the relationship from a portfolio of Privilege Banking (PB) customers in their daily transactions and service requests. Resolve PB customers’ issues and advise them accordingly to ensure that the customer service level at the branch is upheld at all times.
• Perform sales and service activities for customers, such as CASA account opening, Fixed Deposit placements/renewals/withdrawals, and purchase of investment and insurance products. Through servicing customers, identify their needs to recommend appropriate product solutions and refer quality sales opportunities to the respective businesses.
• Drive referrals of products e.g., AoA, PL, Mortgage, in accordance with client needs.

KEY PRODUCTS

• Investment Products – e.g., Unit Trust, Amanah Saham Nasional Berhad funds
• Dual Currency Investment, Bonds, Structured Investment, and Equity Linked Investment (if holding IPPC license)
• Bancassurance
• Credit Cards
• Deposits (CASA & Fixed Deposits)
• Share Margin Financing / Share Trading / Portfolio Financing
• Other Consumer Loans (Personal Loan & Mortgage)

KEY RESPONSIBILITIES

• Sales and Service Management
• Provide excellent personalized service to PB customers by attending to various banking transaction needs and resolving problems/complaints within the specified TAT.
• Identify and pursue sales opportunities by expanding and growing the customer base and new investment accounts through referrals and personalized service recovery efforts.
• Grow existing relationship AUMs, such as CASA & Fixed Deposits, and acquire new customers.
• Collaborate with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates for affluent customers.
• Identify cross-sell opportunities among existing PB customers and for relationship deepening.
• Promote product bundles to increase cross-sell penetration and contribute to revenue growth.
• Source new sales and leads within internal databases and through cross-referrals from various banking units.
• Support sales performance tracking and submit accurate, timely reports.
• Maintain updated information on products and market changes, and serve as the first line of defense against fraudulent and unusual activities.
• Portfolio & Relationship Management
• Grow customer franchise and minimize attrition.
• Increase balances and share of wallet in key products.
• Convert existing FD portfolios to revenue-generating products like CASA and FCA.
• Market and sell consumer products to own portfolio.
• Assess customer requirements and recommend suitable products.
• Cross-sell to Alliance Bank’s customers and refer non-consumer lending opportunities to the appropriate units.
• Building Long-term Relationships
• Provide quality customer service and obtain feedback.
• Resolve problems and escalate unresolved complaints.
• Ensure timely processing of wealth and credit applications.
• Adhere to contact management and service standards.
• Human Capital
• Manage stakeholders and be a team player.
• Participate in sales briefings and maintain a professional image.
• Risk & Regulatory Management
• Manage portfolio risk exposure and ensure compliance with policies, procedures, and regulations.
• Prevent mis-selling and ensure accuracy in sales bookings.