Service Relationship Manager

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

Job summary

Alliance Bank Malaysia Berhad in Petaling Jaya seeks a Service & Relationship Management professional to support SCRMs/CRMs with high-net-worth client transactions and service matters. The role involves treasury-related housekeeping, ensuring adherence to compliance sales processes, and delivering precise, timely service.

You will assist in reviewing customer portfolios, addressing inquiries, and coordinating with internal teams to maintain accurate records while supporting cross-sell

Qualifications

• Experience in client service for high-net-worth individuals is preferred.
• Ability to handle sensitive information with discretion and professionalism.
• Familiarity with banking products and cross-selling opportunities is a plus.

Responsibilities

• Attend to customers and assist CRMs in wealth product transactions and account openings.
• Support referrals and leads when CRM is unavailable, including training and appointments.
• Produce correspondence within specified turnaround time and review customer accounts.
• Assist in handling customer complaints, investigations, and timely resolutions.
• Collaborate with CRM to identify cross-sell opportunities and support marketing activities.
• Ensure compliance with process standards and participate in product/compliance meetings.

Skills

Wealth management support

CRM coordination

Customer service

Compliance awareness

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