Customer Relationship Manager

Overview

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

Reports directly to : Branch Manager / Privilege Banking Hub Manager.

Job Purpose

Primarily responsible to manage the relationship of a portfolio of Privilege Banking (PB) customers in their daily transactions and service requests. Resolve PB customers’ issues and advise them accordingly to ensure that the customer service level at the branch is upheld at all times.

Key Responsibilities

• Sales and Service Management
• Focus on excellent personalized service to PB customers by attending to PB customers’ banking transactions, resolving problems / complaints within the specified turnaround time (TAT).
• Actively identify and pursue sales opportunities by expanding and growing new customer base and new investment accounts through referrals or personalized service recovery efforts.
• Grow existing relationships (AUMs : CASA & Fixed Deposits) and acquire new customers; work with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs for updates exclusive to affluent customers.
• Identify cross-sell opportunities among PB customers and for relationship deepening; promote product bundles to increase cross-sell penetration and bank revenue.
• Source new sales / leads within internal databases and cross-referrals from , SME, Commercial and Corporate Banking and other cross products within GCB.
• Execute sales performance and tracking processes
• Assist Branch Manager / PB Hub Manager to meet branch targets for both sales and service; compile and submit accurate and timely sales reports.
• Maintain accurate information
• Stay updated on product information and market changes (e.g., revised interest rates); act as first line of defense to identify fraudulent / unusual activities and uphold operational compliance.
• Portfolio & Relationship Management : grow customer franchise and minimize attrition; increase balances and share of wallet in key products (CASA, FD, Foreign Current Account, Investments, and Insurance).
• Actively convert existing FD portfolio to revenue-generating products and actively market consumer products to PB portfolio.
• Understand and assess customer requirements and recommend appropriate consumer products; actively cross-sell to Alliance Bank’s customers; refer new non-consumer lending opportunities to appropriate lending units.
• Build and maintain long-term, profitable relationships
• Provide quality customer service; obtain customer feedback on sales-related matters and escalate unresolved complaints as needed.
• Ensure turnaround times for wealth products / credit applications are within agreed service levels; adhere to contact management and service standards for calls, visits, portfolio reviews, and market research.
• People Management
• Manage stakeholders and be a team player; participate in daily / weekly sales briefings; maintain professional image.
• Risk & Regulatory Management
• Manage portfolio risk exposure; ensure zero mis-selling; ensure compliance with all banking policies, KYC / AML guidelines, confidentiality, credit control, audit, and regulatory requirements.

Note : Job descriptions are subject to change at the discretion of management.

Qualifications & Experience

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