Customer Relationship Manager

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

Job summary

A prominent banking institution in Malaysia seeks a dedicated professional for the Sales and Service Management role. The successful candidate will focus on providing exceptional service to customers while driving sales growth and ensuring adherence to regulatory standards. Close collaboration with various teams is essential to enhance customer relationships and expand the client base. If you have a proven knack for sales and customer management, we invite you to apply and contribute to our success.

Qualifications

• Exceptional interpersonal skills for managing customer relationships.
• Proven track record in achieving sales targets and driving revenue growth.
• Ability to understand customer needs and provide appropriate solutions.

Responsibilities

• Drive sales performance while providing excellent customer service.
• Manage long-term customer relationships, addressing issues and feedback.
• Ensure compliance with banking regulations and internal policies.

Skills

Customer Service

Sales Strategy

Relationship Management

Problem Solving

Job description

Alliance Bank Malaysia Berhad

1. Sales and Service Management

• Focus on providing excellent personalized service to PB customers by attending to their various banking transaction needs while resolving problems and complaints within the specified TAT.
• Actively identify and pursue sales opportunities by expanding and growing the new customer base and new investment accounts through referrals from existing PB customers or personalized service recovery efforts.
• Grow existing relationships' AUMs, including CASA and Fixed Deposits, and acquire new customers.
• Collaborate with Wealth Management Office, Branch Operations, Customer Service Division, and Lending Hubs to obtain comprehensive product updates exclusive to our affluent customers.
• Identify cross-sell opportunities among existing PB customers and for relationship deepening.
• Promote product bundles where applicable to increase cross-sell penetration and contribute to the bank's revenue growth.
• Source new sales and leads within the internal database and through cross-referrals obtained from Alliance@Work, SME, Commercial, and Corporate Banking, as well as other cross-products within GCB.

• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to achieve sales and service targets.
• Compile and submit accurate and timely sales reports.

• Maintain accurate and updated information by:
• Staying informed on updated product information and market changes, such as revised interest rates of Alliance Bank products and competitors.
• Serving as the first line of defense to identify fraudulent and unusual activities, upholding operational compliance.

Portfolio & Relationship Management

• Grow customer franchise and minimize attrition.
• Increase balances and share of wallet in key products such as CASA, FD, Foreign Current Account, Investment Products (UT, DCI, SI), and Insurance Products (RP).
• Convert existing FD portfolios into revenue-generating products like CASA and FCA/DCI/product bundles.
• Actively market and sell consumer products to own portfolio of PB customers.
• Understand and assess customer requirements and recommend appropriate consumer products.
• Cross-sell actively to Alliance Bank’s customers.
• Refer new non-consumer lending opportunities and complete referral forms to direct to appropriate lending units.

• Build and maintain long-term profitable relationships by:
• Providing quality customer service, obtaining customer feedback, and informing managers where appropriate.
• Resolving customer problems and complaints, escalating unresolved issues as needed.
• Ensuring turnaround times for wealth products/credit applications are within service levels, escalating when necessary.
• Adhering strictly to contact management and service standards for calls, visits, portfolio reviews, and market research.

People Management

• Manage stakeholder relationships and be a team player.
• Participate in daily/weekly sales briefings conducted by the Branch Manager/PB Hub Manager.
• Maintain a professional business image through high standards of housekeeping and personal grooming.

Risk & Regulatory Management

• Manage portfolio risk exposure, ensuring zero mis-selling.
• Ensure no discrepancies, exceptions, or non-compliance when booking sales across products.
• Maintain compliance with Alliance Bank’s policies, procedures, and regulatory guidelines, including KYC, AMLA, credit control, audit, and BNM guidelines.

Note: Job descriptions are subject to change at the discretion of management.