Primarily responsible to manage the relationship of 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.
Drive referrals of product eg: AOA, PL and 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
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.
NOTE: Job Descriptions are subject to change at the discretion of the Management
6.
KEY RELATIONS
(INTERNAL & EXTERNAL)
PBHM/BM/CSH/RH
Sales
SOM, SOE, SOO
Service & Operations
7.
CONTRIBUTES TO
Sales SOP as defined in FY IPP
To meet at least 100% achievements of all products
To comply 100% with daily/weekly sales reporting and tracking
100% attendance in product trainings, sales launch & training
Active database cross-selling / upsell / conversion
Product Bundling
Customer Acquisition
Acquisition & Portfolio Campaigns
Daily/Weekly Sales Reports
To participate in career development & training
Sales training & sales management
11.
- EXPERIENCE/KNOWLEDGE REQUIRED
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
12.
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;
Must not be below 21 years of age;
Possess at least Grade 3 SPM or its equivalent as determined by FIMM;
Honest, of good character, no adverse reputation, 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 judgement debt;
Have signed 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.
