Associate Customer Relationship Manager

JOB PURPOSE

• Primarily responsible to manage the relationship from a portfolio of Privilege Banking (PB) customers in their daily transaction and service request. Resolve PB customers’ issues and advise them accordingly to ensure that the customer service level at branch is upheld at all times.

• Perform sales and service related activities for customers i.e. CASA account opening, Fixed Deposit placements/renewals/withdrawals and purchased of investment and insurance products. Through servicing customers, it identifies customer needs to recommend appropriate product solutions and refer quality sales opportunities to respective businesses.

• To drive referrals of product eg: AoA, PL, Mortgage in accordance to needs of clients.

KEY PRODUCTS

• Investment Products – i.e. Unit Trust, Amanah Saham Nasional Berhad funds
• Dual Currency Investment, Bonds, Structured Investment and Equity Linked Investment (if holding IPPC license)
• Bancassurance
• Credit Cards
• Deposits (CASA & Fixed Deposits)
• Share Margin Financing / Share Trading / Portfolio Financing
• Other Consumer Loans (Personal Loan & Mortgage)

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:

1. Expanding and growing new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
2. Growing existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
3. Working with Wealth Management Office, Branch Operations, Customer Service Division, Lending Hubs to obtain comprehensive product updates that is exclusive to our affluent customers
4. Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
5. Promoting product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
6. 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 referrals products within GCB.

1. • Execute sales performance and tracking processes by:

1. Supporting Branch Manager/PB Hub Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
2. Compiling and submitting accurate and timely sales reports

1. • Maintain accurate and updated information by:

1. Keeping abreast with updated product information and market changes (e.g. revised interest rates of Alliance Bank products and competitors)
2. Serving as the first line of defense to identify fraudulent & unusual activities, uphold operational compliance

1. 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) and Insurance Products (RP)
• Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/product bundles
• To actively market and sell consumer products to own portfolio of PB customers

1. Understanding and assessing customers’ requirements and recommend appropriate consumer products
2. Actively cross-selling to Alliance Bank’s customers
3. 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

• Human Capital

• Manage stakeholders and be a good team player

• Participate in daily / weekly sales briefings conducted by Branch 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, sales related audit compliance and BNM guidelines.

NOTE: Job Descriptions are subject to change at the discretion of the Management