Associate Customer Relationship Manager

Overview

Alliance Bank Malaysia Berhad is seeking a Sales and Service Manager for Priority Banking (PB) customers. The role focuses on delivering excellent personalized service, resolving problems within specified turn-around times, and identifying and pursuing sales opportunities within PB relationships. Responsibilities

Sales and Service Management : provide personalized service to PB customers, attend to their banking needs, resolve problems / complaints within specified TAT, identify cross-sell opportunities, and promote product bundles to increase cross-sell penetration and revenue. Sales Growth and Prospecting : expand and grow new customer base and new investment accounts through referrals from PB customers or service recovery efforts; grow existing relationship AUM ( CASA & Fixed Deposits ); acquire new customers; source new sales and leads from internal databases and cross-referrals ( , SME, Commercial and Corporate Banking, and other cross-referrals within GCB). Collaboration : work with Wealth Management Office, Branch Operations, Customer Service Division, and Lending Hubs to obtain updates exclusive to affluent customers; identify cross-sell opportunities among PB customers and for relationship deepening. Sales Execution and Reporting : support Branch Manager / PB Hub Manager to achieve sales and service targets; compile and submit accurate, timely sales reports. Account Maintenance : stay updated with product information and market changes; act as first line of defense to identify fraudulent and unusual activities; ensure compliance with operational controls and KYC / AML guidelines. Portfolio and Relationship Management

Grow customer franchise and minimize attrition; increase balances and share of wallet in key products (CASA, FD, Foreign Current Account, Investment Products, and Insurance). Actively convert existing FD portfolios to revenue-generating products (e.g., CASA and / or product bundles); market and sell consumer products to PB customers; Assess customer requirements and recommend appropriate consumer products; actively cross-sell to Alliance Bank’s customers; refer non-consumer lending opportunities to the appropriate lending units (e.g., Commercial and Corporate Banking). Quality and Compliance

Provide quality customer service; obtain customer feedback on sales matters and escalate as appropriate; ensure turnaround times for wealth products / credit applications are within service levels; adhere to contact management and service standards for calls, visits, portfolio reviews, and market research frequency with PB customers; manage risk exposures and ensure zero mis-selling; ensure no discrepancies or non-compliance when booking sales; comply with Alliance Bank policies, Sales Compliance, KYC, AML guidelines, confidentiality, and related audit requirements. People, Risk and Compliance

Maintain stakeholder relationships and be a team player; participate in daily / weekly sales briefings; project a professional business image through housekeeping and grooming; manage portfolio risk and ensure compliance across products. Qualifications

Experience in sales or sales management; strong customer service orientation and teamwork; fluent in English, Bahasa Malaysia, or Chinese (spoken and written); good planning / organization skills; flexible and proactive with problem-solving and analytical thinking; strong knowledge of banking and banking products; passion for a sales-driven environment. Knowledge & Experience

Diploma or Degree in Banking / Accounting & Finance / Economics / Marketing / Business Studies or related field. At least 2-3 years of experience in banking and financial services, especially in consumer banking.

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