Customer Relationship Manager

Alliance Bank Malaysia Berhad; Kota Kinabalu; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading bank seeks a dedicated professional for the Sales and Service Management role in Kota Kinabalu. The successful candidate will deliver exceptional customer service, expand client relationships, and drive sales growth across banking products. Applicants should possess strong teamwork and problem-solving skills along with relevant banking experience.

Qualifications

• 2-3 years of experience in banking and financial industry, especially in consumer banking.
• Ability to deliver quality customer service.
• Good knowledge of banking and banking products.

Responsibilities

• Deliver personalized service to PB customers and resolve problems.
• Expand customer base and grow investment accounts.
• Collaborate with various departments to enhance product offerings.

Skills

Sales experience

Customer service

Teamwork

Fluency in English

Problem-solving skills

Analytical skills

Education

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

Job description

Sales and Service Management

Focus on delivering excellent personalized service to PB customers by attending to various banking transaction needs and resolving problems/complaints within the specified TAT.

Actively identify and pursue sales opportunities by:

1. Expanding and growing the new customer base and new investment accounts through referrals from existing PB customers or personalized service recovery efforts.
2. Growing existing relationship AUMs, such as CASA & Fixed Deposits, and acquiring new customers.
3. Collaborating with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates exclusive to our affluent customers.
4. Identifying cross-sell opportunities among existing PB customers and for relationship deepening.
5. Promoting product bundles to increase cross-sell penetration and contribute to bank revenue growth.
6. Actively sourcing new sales and leads within internal databases and cross-referrals from Alliance@Work, SME, Commercial, and Corporate Banking, as well as other product referrals within GCB.

Execute sales performance tracking processes by:

1. Supporting Branch Manager/PB Hub Manager in achieving sales and service targets.
2. Compiling and submitting accurate and timely sales reports.

Maintain accurate and updated information by:

1. Staying abreast of product information and market changes.
2. Serving as the first line of defense against fraudulent and unusual activities, ensuring operational compliance.

Portfolio & Relationship Management

1. Grow customer franchise and minimize attrition.
2. Expand balances and share of wallet in key products like CASA, FD, Foreign Current Accounts, Investment, and Insurance Products.
3. Convert existing FD portfolios into revenue-generating products.
4. Market and sell consumer products to own PB portfolio.
5. Assess customer requirements and recommend suitable products.
6. Cross-sell to Alliance Bank's customers and refer non-consumer lending opportunities to appropriate units.
7. Build and maintain long-term profitable relationships through quality customer service, resolving issues, and ensuring compliance with service standards and policies.

Human Capital

1. Manage stakeholder relationships and be a team player.
2. Participate in sales briefings and project a professional image.

Risk & Regulatory Management

1. Manage portfolio risk and ensure no mis-selling.
2. Maintain compliance with policies, procedures, and regulatory guidelines.

Note: Job descriptions are subject to change at management's discretion.

Skills

• Experience in sales or sales management.
• Ability to deliver quality customer service.
• Teamwork skills.
• Fluency in English, Bahasa Malaysia, or Chinese (spoken and written).
• Good planning and organizational skills.
• Flexibility and proactive attitude.
• Problem-solving, decision-making, and analytical skills.
• Good knowledge of banking and banking products.
• Passion for success and sales-driven mindset.

Knowledge

• Diploma or Degree in Banking, Accounting & Finance, Economics, Marketing, or Business Studies.

Experience

• 2-3 years of experience in banking and financial industry, especially in consumer banking.