Service Relationship Manager

Alliance Bank; Kuching; On-site; MYR 60,000 - 100,000; Full time

Job summary

Alliance Bank seeks a proactive Wealth Services Associate to assist CRMs with wealth product transactions and account openings in Malaysia. You will support referrals, manage customer accounts, and help with portfolio updates to minimize disruption during staff changes.

Strong communication, planning, and problem-solving skills are essential, along with a university degree and relevant wealth-management certifications. Experience in high-net-worth or financial services is a plus.

Qualifications

• University degree or equivalent required.
• Certifications such as FIMM, CEILI, PCE Life/General preferred.
• Wealth management experience in financial services is desirable.

Responsibilities

• Attend to customers and assist CRMs with wealth product transactions and account openings.
• Support CRMs during referrals/leads when they are unavailable.
• Produce correspondence within specified turnaround times.
• Review customer accounts and perform service calls as needed.
• Assist in updating CRM portfolios when staff changes occur.
• Handle customer complaints with investigation and timely resolution.
• Identify cross-sell opportunities and support relationship deepening.
• Access leads from various sources to support acquisition efforts.
• Participate in marketing acquisition activities such as events and campaigns.
• Review processes for compliance and continuous improvement.
• Ensure documentation for investment transactions and account openings is complete.

Skills

Customer Service

Time Management

Flexibility

Teamwork

Communication

Planning

Proactive

Problem Solving

Education

University degree

FIMM CEILI PCE Life/General certs

Job description

Select how often (in days) to receive an alert:

• 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.
• 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

Skills

• Customer Service / Service Quality
• Time Management
• Flexibility to Change
• Teamwork
• Communication
• Planning / Organization
• Proactive / Initiative
• Problem Solving / Decision Making / Analytical Thinking

Knowledge

• A university degree (in relevant disciplines) or its equivalent
• Certified – FIMM, CEILI, PCE Life and General (preferable)

Experience

• At least 2-3 years workings with wealth management experience from the Financial industry
• Experience in high net worth segment will be added advantage