Senior Customer Relationship Manager

Overview

Senior Customer Relationship Manager role at Alliance Bank Malaysia Berhad. Focus on excellent personalized service to PB customers by attending to PB customers' banking transaction needs while resolving problems / complaints within specified TAT. Identify and pursue sales opportunities, grow new and existing customer relationships, and collaborate with internal teams to deliver exclusive product updates for affluent customers.

Key Responsibilities

• Sales and Service Management
• Focus on excellent personalized service to PB customers by attending to PB customers' 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
• Grow existing relationship AUMs (e.g., CASA & Fixed Deposits) and acquire new customers
• Work 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 bank revenue
• Actively source for new sales and leads within internal database and cross-referrals from , SME, Commercial and Corporate Banking and other cross products within GCB
• Execute sales performance and tracking
• Support Branch Manager / PB Hub Manager to help achieve sales and service targets
• Compile and submit accurate and timely sales reports
• Maintain accurate and updated information
• Stay updated on product information and market changes (e.g., revised interest rates)
• Serve as first line of defense to identify fraudulent and unusual activities; uphold operational compliance
• Grow customer franchise and manage attrition
• Grow balances and share of wallet in key products (CASA, FD, Foreign Current Account & Investment Products, Insurance Products)
• Convert existing FD portfolio to revenue-generating products (e.g., CASA, FCA / DCI / product bundles)
• Market and sell consumer products to own PB portfolio
• Understand and assess customer requirements and recommend appropriate consumer products
• Cross-sell to Alliance Bank customers
• Refer new non-consumer lending opportunities to appropriate lending units
• Build and maintain long-term profitable relationships
• Provide quality customer service and gather customer feedback on sales-related matters
• Resolve customer problems and escalate unresolved complaints to appropriate managers for formal reply
• Ensure turnaround times for wealth products / credit applications are within service levels; escalate when necessary
• Adhere to contact management and service standards for calls, visits, portfolio reviews and market research
• Risk & Regulatory Management
• Manage portfolio risk exposure, perform checks and audits; ensure zero mis-selling
• Ensure no discrepancies or non-compliance when booking sales (e.g., Unit Trust, Currency, Treasury products)
• Maintain compliance with Alliance Bank policies, Sales Compliance, KYC, AMLA, 3rd party confidentiality, credit control procedures, audit compliance and BNM guidelines

Job Requirements

Seniority level

Employment type

Industries

Note : This description focuses on the responsibilities and qualifications for the Senior Customer Relationship Manager role at Alliance Bank Malaysia Berhad; other job postings and extraneous text from the original content have been removed to provide a clean, compliant description.

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