Customer Relationship Manager

Alliance Bank Malaysia Berhad; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Sebuah institusi perbankan terkemuka mencari individu yang bersemangat untuk menyertai pasukan mereka dalam peranan pengurusan jualan dan perkhidmatan. Dalam peranan ini, anda akan diberi tanggungjawab untuk memberikan perkhidmatan pelanggan yang luar biasa kepada pelanggan perbankan persendirian, serta mengenal pasti peluang jualan baru. Anda akan berkolaborasi dengan pelbagai jabatan untuk memastikan pelanggan menerima maklumat terkini tentang produk dan perkhidmatan. Jika anda mempunyai pengalaman dalam perbankan dan bersemangat untuk mencapai kejayaan dalam persekitaran yang dinamik, ini adalah peluang yang tepat untuk anda.

Qualifications

• Sekurang-kurangnya 3-8 tahun pengalaman dalam industri perbankan dan kewangan.
• Mendaftar dengan Federation of Investment Managers Malaysia (FIMM).

Responsibilities

• Fokus kepada perkhidmatan pelanggan yang cemerlang dan menyelesaikan aduan dalam TAT.
• Membina dan mengekalkan hubungan jangka panjang dengan pelanggan.

Skills

Pengalaman dalam penjualan atau pengurusan penjualan

Kualiti perkhidmatan pelanggan yang memuaskan

Boleh bekerja dengan baik dalam pasukan

Fasih berbahasa Inggeris, Bahasa Malaysia atau dialek Cina

Kemahiran perancangan / organisasi yang baik

Fleksibiliti untuk berubah

Proaktif / Inisiatif

Terbuka kepada penyelesaian masalah / pengambilan keputusan / pemikiran analitikal

Pengetahuan kerja yang baik dalam perbankan dan produk perbankan

Semangat untuk berjaya dan bersemangat untuk bekerja dalam persekitaran yang berorientasikan jualan

Education

Diploma atau Ijazah dalam bidang Perbankan

Perakaunan & Kewangan / Ekonomi / Pemasaran / Pengajian Perniagaan

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 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 escalate 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 stakeholder and be a team player.
  • Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub 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, 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 3-8 years working experience in the banking and financial industry, especially in the area of consumer banking
• 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;
• Must not be below 21 years of age;
• Possess at least Grade 3 SPM or its equivalent as determined by FIMM;
• Honest, of good character, no adverse reputation, efficient, reliable and have high integrity.
• Individual must not have been:
• found by a court or other competent authority to have acted fraudulently or dishonestly;
• convicted of a criminal offence; or
• censured or reprimanded by, or denied/disqualified from membership of a professional or trade body; or a regulatory license, registration or similar approval has been refused or revoked.
• Not be an undischarged bankrupt, subject to bankruptcy proceedings and has failed to meet any judgement debt;
• Have signed Statutory Declaration attesting to requirements set out in 5(a) to (c), 6 and undertaking to comply with SC’s Code of Ethics and Standards of Professional Conduct.