Customer Relationship Manager

Overview

Priviledge Banking Hub Manager at Alliance Bank Malaysia Berhad

Responsibilities

• Focus on excellent personalized service to PB customers by attending to PB customers' banking transactions and resolving problems / complaints within specified turnaround times (TAT).
• Actively identify and pursue sales opportunities by expanding the customer base and new investment accounts through referrals from existing PB customers or through personalized service recovery efforts.
• Grow existing relationships and assets under management (AUM) such as CASA, Fixed Deposits, and acquire new customers.
• Collaborate with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates exclusive to affluent customers.
• Identify cross-sell opportunities among existing PB customers and for relationship deepening; promote product bundles where applicable to increase cross-sell penetration and contribute to revenue growth.
• Actively source new sales and 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 by supporting Branch Manager / PB Hub Manager to achieve sales and service targets; compile and submit accurate and timely sales reports.
• Maintain accurate and updated information by staying abreast of 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.
• Portfolio & Relationship Management : grow customer franchise and contain attrition; constantly grow balances and share of wallet in key products (e.g., CASA, FD, Foreign Current Account, Investment Products, and Insurance Products).
• Actively convert existing FD portfolio to revenue-generating products (e.g., CASA and / or FCA / DCI / product bundles).
• Market and sell consumer products to own portfolio of PB customers; assess customer requirements and recommend appropriate consumer products; cross-sell to Alliance Bank’s customers.
• Refer non-consumer lending opportunities and direct to the appropriate lending units (e.g., Commercial and Corporate Banking).
• Build and maintain long-term, profitable relationships; provide quality customer service and obtain customer feedback on sales-related matters.
• Resolve customer problems and complaints on sales-related matters and escalate unresolved issues as needed to the appropriate managers and Service Quality for formal replies.

Qualifications / Properties

Notes

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