Customer Relationship Manager

Responsibilities

Sales and Service Management

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. Grow existing relationship AUMs (e.g., CASA & Fixed Deposits) and ability to 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 as well as for relationship deepening. Promote product bundles (where applicable) to achieve higher cross-sell penetration and contribute to growth in the bank’s revenue. Actively source for new sales and leads within internal database and cross-referral obtained from , SME, Commercial and Corporate Banking and other cross-referral products within GCB.

Execute sales performance and tracking processes

Support Branch Manager / PB Hub Manager to contribute to achievements by ensuring both sales and service performances meet the branch target. Compile and submit accurate and timely sales reports.

Maintain accurate and updated information

Keep abreast with 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 customer attrition at a low rate. Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT) and Insurance Products (RP). Actively convert existing FD portfolio to revenue-generating products (e.g., CASA and / or FCA / product bundles). Actively market and sell consumer products to own portfolio of PB customers. Understand and assess customers’ requirements and recommend appropriate consumer products. Actively cross-sell to Alliance Bank’s customers. Refer new non-consumer lending opportunities and complete the referral form to direct to the appropriate lending units (e.g., Commercial and Corporate Banking).

Build and maintain long-term and profitable relationships

Provide quality customer service. Obtain customers’ feedback on sales-related matters and inform BM / PB Hub Manager where appropriate. Resolve 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 and service standards for calls, visits, portfolio reviews and market research frequency to PB customers.

Risk, & Regulatory Management

Manage portfolio risk exposure for own portfolio of customers by checking and auditing risk exposure; ensure zero mis-selling to PB customers. Ensure 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 with Alliance Bank’s policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, sales-related audit compliance and BNM guidelines.

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