Customer Relationship Manager

Alliance Bank; Kuala Lumpur; On-site; MYR 72,000 - 108,000; Full time

Job summary

Alliance Bank in Kuala Lumpur seeks a results-driven sales-focused Banking Advisor to serve premium customers (PB). You will identify cross-sell opportunities, grow AUM in CASA, FD and investment products, and collaborate with Wealth Management, Operations and Lending teams.

You will deliver excellent service, manage lifecycle of PB customers, uphold compliance, and help achieve branch targets through timely reporting.

Qualifications

• At least 2–3 years in banking, especially consumer banking.
• Experience in sales or sales management.
• Able to work well in a team.
• Fluent in English, Bahasa Malaysia or Chinese language/dialects.
• 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

• Attend PB customers and resolve problems within specified Turnaround Time (TAT).
• Identify and pursue sales opportunities by expanding and growing new customer base and investments through referrals and service recovery.
• Grow existing relationship AUMs ( CASA & Fixed Deposits ) and acquire new customers.
• Collaborate with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs for product updates exclusive to affluent customers.
• Cross-sell opportunities among existing PB customers and deepen relationships.
• Promote product bundles to increase cross-sell penetration.
• Source for new sales leads within internal databases and cross referrals.
• Support Branch Manager to achieve sales and service targets; compile and submit accurate sales reports.
• Maintain updated information and stay informed on product changes; ensure compliance and security.
• Manage risk exposure; ensure zero mis-selling and adherence to policies and guidelines.
• Provide quality customer service and handle feedback; escalate complaints when needed.
• Adhere to contact management and service standards for calls, visits, and portfolio reviews.

Skills

Sales experience

Customer service

Teamwork

English fluency

Bahasa Malaysia

Chinese language

Problem solving

Banking product knowledge

Proactive / Initiative

Education

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

Job description

Select how often (in days) to receive an alert:

• 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
• 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.
• 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