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Associate Customer Relationship Manager

Alliance Bank Malaysia BerhadSeri Kembangan, Selangor, Malaysia

30+ hari lalu

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JOB TITLE

ASSOCIATE CUSTOMER RELATIONSHIP MANAGER (ACQUISITION)

APPENDIX 1

Job Description

JOB TITLE

ASSOCIATE CUSTOMER RELATIONSHIP MANAGER (ACQUISITION)

GRADE : SE / Mgr

NAME

REPORTING RELATIONSHIPS

JOB TITLE

FOR

3.1

REPORTS DIRECT TO

BRANCH MANAGER (SPOKE)

Acquisition of New-To-Bank PBAP customers

Deposit (FD / CASA) growth

3.2

REPORTS INDIRECTLY TO

Job Purpose

To provide excellent customer service to all Alliance Personal (AP) / Privilege Banking (PB) customers leads provided for all deposit campaign outreach.

The primary role is to win back customer below threshold and to reactivate inactive PB customers in the bank database.

Responsible to grow CASA growth from Existing-To-Bank (ETB) and acquiring New-To-Bank (NTB) customers for AP / PB as well as housekeeping including adherence to compliance sales processes of the department.

KEY RESPONSIBIITIES

SALES PLANNING

Work as a team maker to solicit sales by identifying cross sell opportunities among ETB customers, as well as relationship deepening.
To access and identify leads from various sources / channels as sales referrals of acquisition effort.
Active participation and support in every aspect of marketing acquisition activities : - i.e customer events, marketing events, campaigns and product launches.
To work on acquiring New to Bank clients (Hunter)

KEY RESPONSIBIITIES (cont’d)

ADMINISTRATIVE / COMPLIANCE / AUDIT

Review and identify opportunities for service / process improvements by develop / implement action plans

Review and highlight any process / service gap and to ensure compliance in place.

Reactivate and winback PB clients below AUM

Actively participate in all product & compliance, meetings.

Participate in any project or assignment by immediate supervisor and Head of Department.

Ensure proper sales compliance whilst build up new client portfolio.

KEY RELATIONS

Working Relations

(INTERNAL & EXTERNAL)

Regular Contacts

Nature of Purpose

Internal

CSH / RH

Branches

Sales & service and customer Experience

Reporting of Sales & Service performance

Training & Annual Leave Management

External

Customers

Business Partners

Customer Service / Sales

Sales

CONTRIBUTES TO

Maintaining and exceeding Service Standards

Ensuring exceptional customer experience

Sales referral and acquisition

Active database cross selling

Product bundling

NTB Campaigns

Member get member campaigns

High Net-worth planning with CSH

Develop appropriate corrective actions

Review transactions and account openings to ensure compliance with KYC & AML.

Identify through customer survey areas of improvement

Efficient administration and management

AUTHORITIES

Empowerment Matrix ( As per management discretion)

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

DEPT HEAD

EXPERIENCE / KNOWLEDGE REQUIRED

Skills

Customer Service / Service Quality

Time Management

Flexibility to Change

Teamwork

Communication

Planning / Organization

Sales Management

Proactive / Initiative

Problem Solving / Decision Making / Analytical Thinking

EXPERIENCE / KNOWLEDGE REQUIRED (cont’d)

Knowledge

A university degree (in relevant disciplines) or its equivalent

Certified – FMUTM, CEILI preferred

Experience

At least 2-3 years workings with wealth management experience from the Financial industry

Experience in high net worth segment will be added advantage

Compliance requirements For Persons Dealing in Unit Trust & Insurance

Must register with the Federation of Malaysian Unit Trust Managers (FMUTM);

Must pass the Unit Trust Examination conducted by FMUTM;

Must pass CEILI, PCE (Life & General) for those who sell Bancassurance products;

Must not be below 21 years of age;

Must possess at least Grade 3 SPM or its equivalent as determined by FMUTM;

Honest, of good character, good repute, efficient, reliable and have high integrity. Individual must not have been :

found by a court or other competent authority to have acted fraudulently or dishonestly;

convicted of a criminal offence; or

Censured or reprimanded by, or denied / disqualified from membership of a professional or trade body; or a regulatory license, registration or similar approval has been refused or revoked.

Not be an undischarged bankrupt, subject to bankruptcy proceedings and has failed to meet any judgment debt;

Sign Statutory Declaration attesting to requirements set out in 5(a) to (c), 6 and undertaking to comply with SC’s Code of Ethics and Standards of Professional Conduct.

Seniority level

Entry level

Employment type

Full-time

Job function

Sales and Business Development

Industries

Banking

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