Service Relationship Manager

Alliance Bank Malaysia Berhad; Kuching; On-site; MYR 67,000 - 100,000; Full time

Job summary

Alliance Bank Malaysia Berhad is seeking a Service & Relationship Management professional to support wealth product transactions, account openings, and customer inquiries in a fast-paced environment. You will assist CRMs during referrals when they are away, help maintain client portfolios, and ensure timely, accurate service, with a strong emphasis on compliance and customer satisfaction.

Strong communication, time management and teamwork are essential as you collaborate across teams to deliver

Qualifications

• University degree or equivalent in relevant discipline
• Certifications such as FIMM, CEILI, PCE Life/General preferred
• 2–3 years wealth management experience in financial industry
• Experience with high net worth clients is a plus

Responsibilities

• Attend to customers and assist CRMs in wealth product transactions and account openings
• Assist CRMs with referrals and leads when CRM is unavailable
• Produce correspondences within specified turnaround times
• Assist in reviewing customer accounts and performing service calls
• Assist in updating CRM portfolios after resignations to minimize impact
• Handle customer complaints, investigate, and resolve issues promptly
• Work with CRM to solicit cross-sell opportunities and deepen relationships
• Access and identify leads to support acquisition campaigns
• Support marketing events, campaigns, and product launches
• Review processes for improvements and ensure compliance
• Ensure documentation completeness for investment transactions and banking

Skills

Customer Service / Service Quality

Time Management

Flexibility to Change

Teamwork

Communication

Planning / Organization

Sales Management

Proactive / Initiative

Problem Solving / Decision Making / An

Education

A university degree (in relevant disciplines) or its equivalent

Certified – FIMM, CEILI, PCE Life and General (preferable)

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

Skills

• Customer Service / Service Quality
• Time Management
• Flexibility to Change
• Teamwork
• Communication
• Planning / Organization
• Sales Management
• 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