Service Relationship Manager

Alliance Bank Malaysia Berhad; Petaling Jaya; On-site; MYR 60,000 - 90,000; Full time

Job summary

Alliance Bank Malaysia Berhad is seeking a service and relationship-oriented professional to support SCRMs/CRMs in high net-worth customer transactions, account openings, and advisory services. The role involves handling treasury housekeeping, compliance with KYC/AML, and collaboration across PB Hub and branches.

You will assist in referrals, review customer portfolios, and contribute to sales referrals, marketing events, and product launches within a support-focused team.

Qualifications

• Attend to customers and assist CRMs in wealth product transactions and account opening.
• Assist CRMs to attend to referrals/leads when CRM is unavailable.
• Review customer accounts and perform service calls as needed.
• Assist on CRM customer portfolio changes upon resignations or reallocations.
• Support in marketing acquisition activities and product launches.

Responsibilities

• Attend to customers and assist CRMs in wealth product transactions and account opening.
• Assist CRMs to review customer accounts and perform service calls when needed.
• Assist on changes to CRM customer portfolios and back-up coverage during absences.
• Identify cross-sell opportunities and support relationship deepening with existing clients.
• Handle customer complaints, investigations, and timely resolutions in coordination with CRM.
• Participate in compliance reviews, process improvements, and product initiatives.
• Support external marketing events and campaigns to drive acquisition.

Skills

Customer service

Relationship management

Cross-selling

Banking product knowledge

KYC/AML compliance

Job description

Job Purpose
To provide excellent service to High Net-worth customers. His/Her primary responsibility is to support a team of SCRMs/CRMs in customer transactions & service matters, resolve customer’s issues and advise them accordingly. He/She is also responsible in handling treasury related processes/housekeeping including adherence to compliance sales processes of the department.

Job Purpose

To provide excellent service to High Net-worth customers. His/Her primary responsibility is to support a team of SCRMs/CRMs in customer transactions & service matters, resolve customer’s issues and advise them accordingly. He/She is also responsible in handling treasury related processes/housekeeping including adherence to compliance sales processes of the department.

Key Responsibilities

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
  

KEY RESPONSIBILITIES (cont’d)

• Assist on the change of CRM’s customer portfolio upon any resignation by reaching out to customers and 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.
  

KEY RELATIONS

Working Relations

(INTERNAL & EXTERNAL)

Regular Contacts

Nature of Purpose

Internal

• PB Hub Manager
• Branches
  
  

Sales & service and customer Experience

Reporting of Sales & Service performance

• HR
  
  

Training & Annual Leave Management

External

• Customers
• Business Partners
  
  

Customer Service/Sales

Sales

CONTRIBUTES TO

• Maintaining and exceeding Service Standards
• Ensuring exceptional customer experience
• Sales referral and acquisition
• Active database cross selling
• Product bundling
• NTB Campaigns
• Member get member campaigns
• High Net-worth planning with PB Hub Manager
• Develop appropriate corrective actions
• Review transactions and account openings to ensure compliance with KYC & AML.
• Identify through customer survey areas of improvement
• Efficient administration and management