Associate Customer Relationship Manager

Sales and Service Management

• Focus on excellent personalized service to PB customers by attending to PB customers' various banking transaction needs while resolving problems / complaints within specified TAT
• Actively identify and pursue sales opportunities by expanding and growing the new customer base and New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
• Grow existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Work with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that are exclusive to our affluent customers
• Identify cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promote product bundles (where applicable) to higher cross-sell penetration and contribute to growth in the bank’s revenue
• Actively source for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross-referrals 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 target
• Compiling and submitting accurate and timely sales reports
• Maintain 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
• Grow customer franchise and contain customer attrition at a low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and / or FCA / product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers’ requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank’s customers
• 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 appropriate
• Resolving 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 basis
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels agreed upon. Escalate to BM / PBHM / CSH / RH when necessary
• Strictly adhere to contact management & service standards for calls, visits, portfolio review and market research frequency to PB customers
• Risk, & Regulatory Management
• Manage 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, sales related audit compliance and BNM guidelines.

NOTE : Job Descriptions are subject to change at the discretion of the Management

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