Service Relationship Manager

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

Job summary

A leading financial institution in Penang is seeking a dedicated team member to assist in customer service and sales support within their wealth management division. The role involves attending to customers, resolving issues, and ensuring compliance with processes. The ideal candidate should have strong interpersonal skills and a keen eye for detail to enhance service delivery and support sales initiatives.

Qualifications

• Experience in customer service and interaction with clients.
• Ability to handle complaints and resolve issues promptly.
• Familiarity with compliance and documentation requirements.

Responsibilities

• Assist customers and CRMs with wealth product transactions.
• Support sales efforts by identifying cross-sell opportunities.
• Participate in compliance meetings and address service gaps.

Job description

Service & Relationship Management

• Attend to customers and assist CRMs in various wealth product transactions and account opening as needed or resolve problems highlighted by them immediately and accurately
• Assist CRMs to attend to the referrals/ leads triggers when CRM is not around, i.e. training, out for appointment, on leave and etc
• Produce all correspondences, i.e. letter, inquiries within specified turnaround time.
• Assist CRMs to review customer accounts and perform service call if needed
• Assist on the change of CRM's customer portfolio upon any resignation by reaching out to customers, reemphasize on back up CRM, and team concept to minimise the impact of changes.
• Assist to handles customer's complaint referred by CRM, conduct investigation and provide complete and timely problem resolution.

Sales Support Management

• Work as a team with CRM to solicit sales by identifying cross sell opportunities among existing customers, as well as relationship deepening.
• To access and identify leads from various sources/channels as sales referral s in support of acquisition effort.
• Active participation and support in every aspect of marketing acquisition activities: - i.e customer events, marketing events, campaigns and product launches.

Administration/Operations/Compliance

• Review and identify opportunities for service/process improvements by develop/implement action plans
• Review and highlight any process/service gap and to ensure compliance in place.
• Actively participate in all product & compliance, meetings.
• Participate in any project or assignment by immediate supervisor and Head of Department.
• Ensure completeness of documentation for all investment transactions and investment account opening
• Ensure completeness of documentation of all Banca transactions
• Ensure that RM submits all investment transactions to Ops for filing (both sides tally)
• Ensure all the checks for
• PDPA
• FATQA
• IBL done
• CRS
• Other compliance related matters.
• Ensure completeness in reverse enquiry forms