Customer Relationship Manager

Alliance Bank Malaysia Berhad 1. Sales and Service ManagementFocus on excellent personalized service to PB customers by attending to PB customers various banking transaction needs while resolving problems/complaints within specified TATActively identify and pursue sales opportunities by: Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery effortsGrowing existing relationship AUMs i. e.

CASA & Fixed Deposits and ability to acquire new customersWorking with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customersIdentifying cross-sell opportunities among existing PB customers as well as for relationship deepeningPromoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenueActively sourcing for new sales and leads within internal database and cross-referral obtained from Alliance@Work, SME, Commercial and Corporate Banking and other cross products within GCB. Execute sales performance and tracking processes by:

Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch targetCompiling and submitting accurate and timely sales reportsMaintain accurate and updated information by: Keeping abreast with updated product information and market changes (e. g. revised interest rates of Alliance Bank products and competitors)Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance Portfolio & Relationship ManagementGrow customer franchise and contain customer attrition at low rateConstantly grow balances and share of wallet in key products i. e.

CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)Actively convert existing FD portfolio to revenue generating products i. e. CASA and/or FCA/DCI/product bundlesTo actively market and sell consumer products to own portfolio of PB customersUnderstanding and assessing customers’ requirements and recommend appropriate consumer productsActively cross-selling to Alliance Bank’s customersc. Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e. g. Commercial and Corporate Banking). Build and maintain long-term and profitable relationships by: Providing quality customer service.

Obtain customers’ feedback on sales-related matters and inform BM/PB Hub Manager where appropriateResolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/PBHM/CSH/RH and Service Quality for formal reply on an exception basisEnsure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM/PBHM/CSH/RH when necessaryStrictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers People ManagementManage stakeholder and be a team player.

Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager. Project a professional business image at all times through high standards of housekeeping and personal grooming. Risk, & Regulatory ManagementManage portfolio risk exposure for own portfolio of customer’s risk exposure by checking and audit. Ensure zero mis-selling to PB customers. Ensure that there are no discrepancies, exceptions and non-compliance when booking sales (e. g. Unit Trust, Currency and Treasury products) in the PB Hub/branch.

Ensure self compliance on Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, audit compliance and BNM guidelines. NOTE: Job Descriptions are subject to change at the discretion of the Management