Associate Customer Relationship Manager

Overview

Join to apply for the Associate Customer Relationship Manager role at Alliance Bank Malaysia Berhad .

Responsibilities

• 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 new customer base and new investment accounts 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 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 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 products within GCB
• Execute sales performance and tracking processes by supporting Branch Manager / PB Hub Manager to assist in achieving branch targets 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)
• Serve as the first line of defense to identify fraudulent and 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, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue-generating products i.e. CASA and / or FCA / DCI / product bundles
• Actively market and sell consumer products to own portfolio of PB customers; understand and assess customers’ requirements and recommend appropriate consumer products
• Actively cross-sell to Alliance Bank’s customers and refer new non-consumer lending opportunities to the appropriate lending units (e.g. Commercial and Corporate Banking)
• Build and maintain long-term and profitable relationships by providing quality customer service and addressing sales-related inquiries
• Resolve customers’ problems and complaints on sales-related matters and escalate unresolved issues as needed
• Ensure turnaround time for wealth products / credit applications and fulfillment processes are within service levels; escalate when necessary
• Adhere to contact management and service standards for calls, visits, portfolio reviews and market research frequency for PB customers
• Manage stakeholder expectations and be a team player; participate in daily / weekly sales briefings
• Project a professional business image through high standards of housekeeping and personal grooming

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