Customer Relationship Manager

Alliance Bank Malaysia Berhad; Johor Bahru; On-site; MYR 67,000 - 134,000; Full time

Job summary

Alliance Bank Malaysia Berhad is seeking a Sales and Service Manager to deliver exceptional personalized service to Private Banking (PB) customers, manage sales opportunities, and grow the client base and assets under management. The role collaborates with Wealth Management, Branch Operations and Lending hubs to provide exclusive product updates and solutions.

The position emphasizes cross-selling, revenue growth, and maintaining high service standards while ensuring compliance and risk controls

Qualifications

• 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.

Responsibilities

• Focus on excellent personalized service to PB customers by attending to their banking needs and resolving problems within specified TAT.
• Identify and pursue sales opportunities; expand customer base and new investment accounts through referrals and service recovery.
• Grow existing relationships (AUM: CASA & Fixed Deposits) and attract new customers.
• Cross-sell opportunities among PB customers; promote product bundles to drive revenue growth.
• Source new sales leads within internal databases and cross referrals from Alliance@Work, SME, Commercial and Corporate Banking.
• Execute sales performance tracking and submit accurate sales reports.
• Maintain updated product information and market changes; ensure compliance and risk controls.

Skills

Sales experience

Customer service

Teamwork

Planning & organization

Problem solving

Cross-selling

Multilingual communication

Education

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

Job description

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

• 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

• 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 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
• 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