Alliance Bank Malaysia Berhad 1. 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 stakeholder and be a team player.
- Participate in daily / weekly sales briefings conducted by Branch Manager/PB Hub Manager.
- 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.
