Service Relationship Manager

Alliance Bank; Selangor; On-site; MYR 70,000 - 120,000; Full time

Job summary

Alliance Bank in Malaysia is seeking a proactive professional to support the Service & Relationship Management team. You will attend to customers and assist CRMs in wealth product transactions and account openings as needed.

You will also assist CRMs with referrals when they are unavailable, review customer accounts, and ensure timely problem resolution. Produce correspondences within agreed turnaround times.

Responsibilities

• Attend to customers and assist CRMs in wealth product transactions and account openings.
• Assist CRMs to handle referrals/leads when CRM is unavailable.
• Produce all correspondences within specified turnaround time.
• Review customer accounts and perform service calls when needed.
• Assist on the change of CRM’s customer portfolio upon any resignation, ensuring coverage.
• Assist in handling customer complaints, investigate and provide timely resolution.
• Work with CRM to solicit sales and identify cross-sell opportunities.
• Access leads from multiple sources to support acquisition efforts.
• Support marketing events, campaigns and product launches.
• Review processes for improvements and ensure compliance in place.
• Ensure completeness of documentation for all investment transactions and account openings, and for Banca transactions.
• Ensure PDPA, FATCA, and AIBL checks are completed.
• Ensure completion of reverse enquiry forms.

Job description

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

Service & Relationship ManagementAttend to customers and assist CRMs in various wealth product transactions and account opening as needed or resolve problems highlighted by them immediately and accuratelyAssist CRMs to attend to the referrals/ leads triggers when CRM is not around, i.e. training, out for appointment, on leave and etcProduce all correspondences, i.e. letter, inquiries within specified turnaround time.Assist CRMs to review customer accounts and perform service call if neededAssist 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 ManagementWork 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 plansReview 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 openingEnsure completeness of documentation of all Banca transactionsEnsure that RM submits all investment transactions to Ops for filing (both sides tally)Ensure all the checks forPDPAFATQAIBL doneCRSOther compliance related matters.Ensure completeness in reverse enquiry forms