Senior Customer Relationship Manager

Alliance Bank Malaysia Berhad; Sungai Petani; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading bank in Malaysia is seeking a professional for the Sales and Service Management role. The role involves providing exceptional customer service while achieving sales targets and managing relationships with affluent customers. Candidates should possess experience in sales, along with a diploma or degree in a relevant field.

Qualifications

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

Responsibilities

• Provide personalized service to PB customers and resolve issues within specified TAT.
• Identify and grow customer base through referrals and collaboration with other banking units.
• Manage portfolio risk, ensuring compliance with KYC, AMLA, confidentiality, and audit guidelines.

Skills

Experience in sales or sales management

Customer service quality and behavior

Teamwork skills

Fluency in English

Fluency in Bahasa Malaysia

Fluency in Chinese

Good planning and organizational skills

Flexibility and proactivity

Problem-solving skills

Analytical skills

Knowledge of banking products

Passion for success in a sales-driven environment

Education

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

Job description

Sales and Service Management

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

Actively identify and pursue sales opportunities by:

1. Expanding and growing the customer base and new investment accounts through referrals and service recovery efforts.
2. Growing existing relationships' AUMs, such as CASA & Fixed Deposits, and acquiring new customers.
3. Collaborating with Wealth Management, Branch Operations, Customer Service, and Lending Hubs to offer comprehensive products tailored to affluent customers.
4. Identifying cross-sell opportunities within existing PB customers for relationship deepening.
5. Promoting product bundles to increase cross-sell penetration and bank revenue.
6. Sourcing new sales and leads from internal databases and cross-referrals within various banking units.

Execute sales performance tracking by:

1. Supporting Branch and PB Hub Managers to achieve sales and service targets.
2. Compiling and submitting sales reports accurately and timely.

Maintain accurate and updated customer and product information by:

1. Staying informed about product updates and market changes.
2. Identifying and preventing fraudulent activities, ensuring operational compliance.

Portfolio & Relationship Management:

1. Grow customer franchise and minimize attrition.
2. Increase 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 portfolio.
5. Assess customer needs and recommend suitable products.
6. Cross-sell to Alliance Bank’s customers and refer non-lending opportunities to relevant units.

Build and maintain profitable relationships by:

1. Providing quality customer service and gathering feedback.
2. Resolving problems and escalating unresolved issues.
3. Ensuring timely processing of wealth and credit applications.
4. Adhering to contact and service standards for calls, visits, and market research.

Human Capital:

1. Manage stakeholders 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. Ensure compliance with policies, KYC, AMLA, confidentiality, and audit guidelines.

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

Skills

• Experience in sales or sales management.
• Customer service quality and behavior.
• Teamwork skills.
• Fluency in English, Bahasa Malaysia, or Chinese (spoken and written).
• Good planning and organizational skills.
• Flexibility, proactivity, initiative, problem-solving, and analytical skills.
• Knowledge of banking products.
• Passion for success in a sales-driven environment.

Knowledge

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

Experience

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