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Service Relationship Manager

Location: 

Alor Setar, 02, MY, 05150

Category:  Permanent
Facility:  1629

JOB PURPOSE

To provide excellent service to High Net-worth customers. His/Her primary responsibility is to support a team of SCRMs/CRMs in customer transactions & service matters, resolve customer’s issues and advise them accordingly. He/She is also responsible in handling treasury related processes/housekeeping including adherence to compliance sales processes of the department.

 

KEY RESPONSIBILITIES

Service & Relationship Management

  • Attend to customers and assist CRMs in various wealth product  transactions and account opening as needed or resolve problems highlighted by them immediately and accurately
  • Assist  CRMs to attend to the  referrals/ leads triggers when CRM is not around, i.e. training, out for appointment, on leave and etc
  • Produce all correspondences, i.e. letter, inquiries within specified turnaround time.
  • Assist  CRMs to review customer accounts and perform service call if needed
  •  
  • Assist on the change of CRM’s customer portfolio upon any resignation by reaching out to customers, reemphasize on back up CRM, and team concept to minimise the impact of changes.
  • Assist to handles customer’s complaint referred by CRM, conduct investigation and provide complete and timely problem resolution.

Sales Support Management

  • Work as a team with CRM to solicit sales by identifying cross sell opportunities among existing customers, as well as relationship deepening.
  • To access and identify leads from various sources/channels as sales referral s in support of acquisition effort.
  • Active participation and support in every aspect of marketing acquisition activities: - i.e customer events, marketing events, campaigns and product launches

 

Administration/Operations/Compliance:

  • 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.
  • Actively participate in all product & compliance, meetings.
  • Participate in any project or assignment by immediate supervisor and Head of Department.
  • Ensure completeness of documentation for all investment transactions and investment account opening
  • Ensure completeness of documentation of all Banca transactions
  • Ensure that RM submits all investment transactions to Ops for filing (both sides tally)
  • Ensure all the checks for
    • PDPA
    • FATQA
    • IBL done
    • CRS
    • Other compliance related matters
  • Ensure completeness in reverse enquiry forms

Key Relations (Internal & Exterior)

Working Relations Regular Contacts - Internal

  • PB Hub Manager
  • Branches
  • HR

External

  • Customers
  • Business Partners

Nature of Purpose

  • Sales & service and customer Experience, Reporting of Sales & Service performance, Training & Annual Leave Management

    • Customer Services/ 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 PB Hub Manager
  • 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

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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

​​​​​​​Knowledge

  • A university degree (in relevant disciplines) or its equivalent
  • Certified – FIMM, CEILI, PCE Life and General (preferable)

​​​​​​​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

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COMPLIANCE REQUIREMENTS FOR PERSONS DEALING IN UNIT TRUST & INSURANCE

  1.  

​​​​​​​​​​​​​​​​​​​​​1. Preferably registered with The Federation of Investment Managers Malaysia (FIMM);

2. Preferably passed the Unit Trust Examination conducted by FIMM;

3. Preferably passed CEILI, PCE (Life & General) for those who sell Bancassurance products;

4. Must not be below 21 years of age;

5. Must possess at least Grade 3 SPM or its equivalent as determined by FIMM

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

      1. found by a court or other competent authority to have acted fraudulently or dishonestly;
      2. convicted of a criminal offence; or
      3. 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.

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

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