Customer Relationship Manager (Klang)

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 & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue Actively sourcing 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 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 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 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, visit, portfolio review and market research frequency to PB customers People Management Manage 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 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, audit compliance and BNM guidelines.

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