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Customer Relationship Manager

Customer Relationship Manager

Alliance Bank Malaysia BerhadKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Customer Relationship Manager

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Responsibilities

  • Focus on excellent personalized service to PB customers by attending to various banking transaction needs and resolving problems / complaints within specified turnaround times.
  • Actively identify and pursue sales opportunities, including :

Expanding new customer base & new investment accounts through referrals from existing PB customers or personalized service recovery efforts.

  • Growing existing relationship AUMs (CASA & Fixed Deposits) and acquiring new customers.
  • Collaborating with Wealth Management, Branch Operations, Customer Service, and Lending Hubs to obtain comprehensive product updates exclusive to our affluent customers.
  • Identifying cross‑sell opportunities for relationship deepening.
  • Promoting product bundles to increase cross‑sell penetration and contribute to the bank’s revenue.
  • Actively sourcing new sales and leads from internal databases and cross‑referral programmes ( , SME, Commercial & Corporate Banking).
  • Execute sales performance and tracking processes by :

    • Supporting Branch Manager / PB Hub Manager to achieve branch targets in sales and service performance.

  • Compiling and submitting accurate, timely sales reports.
  • Maintain accurate and up‑to‑date information by :

    • Keeping abreast of updated product information and market changes.

  • Identifying fraudulent & unusual activities and upholding operational compliance.
  • Growing customer franchise and containing attrition at low rates.
  • Increasing balances & share of wallet in key products (CASA, FD, Foreign Current Account, Investment Products, Insurance Products).
  • Converting existing FD portfolio to revenue‑generating products.
  • Marketing and selling consumer products to your PB customer portfolio.
  • Build and maintain long‑term profitable relationships by :

    • Providing quality customer service and obtaining feedback on sales‑related matters.

  • Resolving customer problems / complaints and escalating unresolved ones to appropriate managers and Service Quality.
  • Ensuring turnaround times for wealth products / credit applications meet agreed service levels.
  • Strictly adhering to contact management & service standards for calls, visits, portfolio reviews, and market research.
  • Managing stakeholders, being a team player, and participating in daily / weekly sales briefings.
  • Projecting a professional business image through high standards of housekeeping and personal grooming.
  • Risk, & Regulatory Management :

    • Managing portfolio risk exposure and performing audits to ensure zero mis‑selling.

  • Ensuring compliance with Alliance Bank’s policies, sales compliance, KYC, AMLA, third‑party confidentiality, credit control, sales audit compliance, and BNM guidelines.

    • Skills

  • Experience in sales or sales management.
  • Project satisfactory customer service quality & behaviour.
  • Able to work well in a team.
  • Fluent in English, Bahasa Malaysia or Chinese language / dialects.
  • Good planning & organization skills.
  • Flexibility to change.
  • Proactive / initiative.
  • Open to problem solving / decision making / analytical thinking.
  • Possess good job knowledge in banking and banking products.
  • Passion for success and keen to work in a sales‑driven environment.

    • Knowledge

  • Minimum Diploma or Degree in Banking, Accounting & Finance, Economics, Marketing, or Business Studies.

    • Experience

  • At least 2‑3 years working experience in banking and financial industry, especially in consumer banking.

    • Seniority level

    Entry level

    Employment type

    Full‑time

    Job function

    Sales and Business Development

    Industries

    Banking

    Location

    Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

    #J-18808-Ljbffr

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