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:
- Expanding and growing the customer base and new investment accounts through referrals and service recovery efforts.
- Growing existing relationships' AUMs, such as CASA & Fixed Deposits, and acquiring new customers.
- Collaborating with Wealth Management, Branch Operations, Customer Service, and Lending Hubs to offer comprehensive products tailored to affluent customers.
- Identifying cross-sell opportunities within existing PB customers for relationship deepening.
- Promoting product bundles to increase cross-sell penetration and bank revenue.
- Sourcing new sales and leads from internal databases and cross-referrals within various banking units.
Execute sales performance tracking by:
- Supporting Branch and PB Hub Managers to achieve sales and service targets.
- Compiling and submitting sales reports accurately and timely.
Maintain accurate and updated customer and product information by:
- Staying informed about product updates and market changes.
- Identifying and preventing fraudulent activities, ensuring operational compliance.
Portfolio & Relationship Management:
- Grow customer franchise and minimize attrition.
- Increase balances and share of wallet in key products like CASA, FD, Foreign Current Accounts, Investment, and Insurance Products.
- Convert existing FD portfolios into revenue-generating products.
- Market and sell consumer products to own portfolio.
- Assess customer needs and recommend suitable products.
- Cross-sell to Alliance Bank’s customers and refer non-lending opportunities to relevant units.
Build and maintain profitable relationships by:
- Providing quality customer service and gathering feedback.
- Resolving problems and escalating unresolved issues.
- Ensuring timely processing of wealth and credit applications.
- Adhering to contact and service standards for calls, visits, and market research.
Human Capital:
- Manage stakeholders and be a team player.
- Participate in sales briefings and project a professional image.
Risk & Regulatory Management:
- Manage portfolio risk and ensure no mis-selling.
- 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.