Customer Relationship Manager

Alliance Bank Malaysia Berhad; Johor Bahru; On-site; MYR 70,000 - 100,000; Full time

Job summary

A major Malaysian bank is looking for a Customer Relationship Manager with a minimum of 5-10 years in the banking sector, focused on sales management and excellent customer service. The role requires strong communication skills in English, Malay, or Chinese, along with the ability to develop and maintain profitable customer relationships. Successful candidates will have relevant qualifications and a passion for achieving sales goals. Join a dynamic team in Johor Bahru to drive the bank's growth.

Qualifications

• 5-10 years of experience in the banking and financial industry, especially in consumer banking.
• Registered with FIMM and passed relevant examinations.
• Compliance knowledge in Unit Trust and Bancassurance products.

Responsibilities

• Manage sales and service for PB customers while resolving issues.
• Grow existing relationships and acquire new customers.
• Promote product bundles and cross-sell opportunities.
• Ensure compliance with bank policies and regulations.
• Maintain accurate sales performance tracking.

Skills

Sales management experience

Customer service skills

Team collaboration

English proficiency

Planning/organization skills

Flexibility

Proactivity

Problem-solving skills

Banking knowledge

Sales-driven mindset

Education

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

Job description

Job Description

JOB TITLE

CUSTOMER RELATIONSHIP MANAGER

GRADE : Senior Executive / Manager

KEY RESPONSIBIITIES

• 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 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, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/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 elevate 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
• People Management
• Manage stakeholders and be a team player.
• Participate in daily / weekly service briefings conducted by Service & Operations
• 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, audit compliance and BNM guidelines.

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 5-10 years working experience in the banking and financial industry, especially in the area of consumer banking
• Compliance requirements For Persons Dealing in Unit Trust and insurance
• Registered with the Federation of Investment Managers Malaysia (FIMM);
• Pass all Unit Trust examinations conducted by FIMM
• Pass IPPC (Structured Investment), CEILI, PCE (Life & General) for those who sell Bancassurance products;