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.
5.
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.
6.
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
HR
Training & Annual Leave Management
External
Customers
Business Partners
Customer Service/Sales
Sales
7
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
8.
AUTHORITIES
Empowerment Matrix ( As per management discretion)
9.
APPROVAL PROCESS
SIGNED
DATE
JOB HOLDER
IMMEDIATE SUPERIOR
DEPT HEAD
10
- 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
11.
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.
