Customer Relationship Manager

Job Description

JOB TITLE

CUSTOMER RELATIONSHIP MANAGER

GRADE : Senior Executive / Manager

KEY RESPONSIBIITIES

• 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
• Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
• Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
• Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
• Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank's revenue
• Actively sourcing for new sales and leads within internal database and cross-referral obtained from Alliance@Work, SME, Commercial and Corporate Banking and other cross products within GCB.
• Execute sales performance and tracking processes by:
• Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
• Compiling and submitting accurate and timely sales reports
• Maintain accurate and updated information by:
• Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
• Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance
• Portfolio & Relationship Management
• Grow customer franchise and contain customer attrition at low rate
• Constantly grow balances and share of wallet in key products i.e. CASA, FD, Foreign Current Account & Investment Products (UT, DCI, SI) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
• To actively market and sell consumer products to own portfolio of PB customers
• Understanding and assessing customers requirements and recommend appropriate consumer products
• Actively cross-selling to Alliance Bank's customers
• Referring new non-consumer lending opportunities and completing the referral form to direct to the appropriate lending units (e.g. Commercial and Corporate Banking).
• Build and maintain long-term and profitable relationships by:
• Providing quality customer service. Obtain customers feedback on sales-related matters and inform BM/PB Hub Manager where appropriate
• Resolving 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 & service standards for calls, visit, portfolio review and market research frequency to PB customers
• People Management
• Manage stakeholders and be a team player.
• Participate in daily / weekly service briefings conducted by Service & Operations
• Project a professional business image at all times through high standards of housekeeping and personal grooming
• Risk, & Regulatory Management
• Manage portfolio risk exposure for own portfolio of customer's risk exposure by checking and audit. Ensure zero mis-selling to PB customers.
• Ensure that 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 on Alliance Bank's policies and procedures, Sales Compliance, KYC, AMLA guidelines, 3rd party confidentiality, including credit control procedures, 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 to converse and write 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

• Candidate must possess at least a Diploma or Degree in any field i.e. Banking / Accounting & Finance / Economics / Marketing / Business Studies.

Experience

• At least 5-10 years working experience in the banking and financial industry, especially in the area of consumer banking
• Compliance requirements For Persons Dealing in Unit Trust and insurance
• Registered with the Federation of Investment Managers Malaysia (FIMM);
• Pass all Unit Trust examinations conducted by FIMM
• Pass IPPC (Structured Investment), CEILI, PCE (Life & General) for those who sell Bancassurance products;