Customer Relationship Manager

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

Job summary

A leading banking institution in Malaysia seeks a dedicated professional for Sales and Service Management. The role involves providing excellent personalized customer service, identifying sales opportunities, and maintaining strong relationships with affluent clients. Candidates should have at least 2-3 years of experience in banking, possess a relevant degree, and demonstrate skills in sales management. This position is an excellent opportunity for those passionate about achieving success in a sales-driven environment.

Qualifications

• At least 2-3 years working experience in the banking and financial industry.
• Possess good job knowledge in banking and banking products.

Responsibilities

• Provide personalized service to PB customers for their banking transaction needs.
• Identify and pursue sales opportunities for new customer acquisition.
• Maintain and grow customer relationships for revenue generation.

Skills

Experience in sales or sales management

Good planning / Organization skills

Fluent in English, Bahasa Malaysia, or Chinese

Flexible to change

Proactive / Initiative

Education

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

Job description

Alliance Bank Malaysia Berhad

Sales and Service Management

• Focus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TAT
• Actively identify and pursue sales opportunities by:
  • Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
  • Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
  • Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
  • Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
  • Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
  • Actively sourcing for new sales and leads within internal database and cross-referral obtained from Alliance@Work, SME, Commercial and Corporate Banking and other cross referrals products within GCB
• Execute sales performance and tracking processes by:
  • Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
  • Compiling and submitting accurate and timely sales reports
• Maintain accurate and updated information by:
  • Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
  • Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
  • Portfolio & Relationship Management
  • Grow customer franchise and contain customer attrition at low rate
  • Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT) and Insurance Products (RP)
  • Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/product bundles
  • To actively market and sell consumer products to own portfolio of PB customers
  • Understanding and assessing customers’ requirements and recommend appropriate consumer products
  • Actively cross‑selling to Alliance Bank’s customers
  • Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking)
• Build and maintain long‑term and profitable relationships by:
  • Providing quality customer service. Obtain customers’ feedback on sales‑related matters and inform BM/PB Hub Manager where appropriate
  • Resolving customers’ problems and complaints on sales‑related matters and escalating unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basis
  • Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessary
  • Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
  • Human Capital
  • Manage stakeholders and be a good team player
  • Participate in daily / weekly sales briefings conducted by Branch Manager
  • Project a professional business image at all times through high standards of housekeeping and personal grooming.
  • Risk, & Regulatory Management
  • Manage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis‑selling to PB customers.
  • Ensure that there are no discrepancies, exceptions and non‑compliance when booking sales (e.g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.
  • Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, sales related audit compliance and BNM guidelines.

NOTE: Job Descriptions are subject to change at the discretion of the Management

Skills

• Experience in sales or sales management
• Project satisfactory customer service quality & behaviour
• Able to work well in a team
• Fluent to converse and write in English, Bahasa Malaysia or Chinese language/dialects.
• Good planning / Organization skills
• Flexibility to change
• Proactive / Initiative
• Open to problem solving / decision making / analytical thinking
• Possess good job knowledge in banking and banking products
• Passion for success and keen to work in a sales‑driven environment

Knowledge

• Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.

Experience

• At least 2‑3 years working experience in the banking and financial industry, especially in the area of consumer banking