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AVP, Service Manager - Privilege Banking (Jalan Tengah)
Klang City, Selangor, Malaysia · On-site
Senior$3.7B raised
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Full-time
Posted 4d ago
Apply by Aug 14
~40 hrs/week
Responsibilities
Support Privilege Banking Relationship Managers by handling customer transactions, resolving service issues, and managing wealth product placements. Actively identify sales opportunities to grow AUM and expand the customer base through networking and cross-selling.
Requirements
Requires proficiency in managing affluent segment customers and knowledge of banking products like Bancassurance and Investment products. Must ensure strict adherence to operational compliance, KYC, and AMLA guidelines.
Full job description
JOB PURPOSE
Primarily responsible to support a team of Privilege Banking (PB) Relationship Managers (RM) in customer transaction and service matters. Resolving 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 products. Through servicing customers, it identifies customer needs to sells appropriate products and refers quality sales opportunities.
KEY PRODUCTS
Bancassurance
Investment Products – i.e. DCI, Bonds, ASNB, SI, ELI & Unit Trust
Credit Cards
Deposits (CASA & Fixed Deposits)
Other Consumer Loans
Share Margin Financing / Share Trading
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
Relief officer role to RM and continue to offer proactive and personalized financial services to the affluent segment customers
Actively identify and pursue sales opportunities by:
Supporting RM to expand new customer base & New Investment Account through referrals from existing PB customers or through personalized service recovery efforts
Grow existing relationship AUMs i.e. CASA & Fixed Deposits and ability to acquire new customers
Working with Retail Wealth Management Services, Branch Operations, Customer Service Division, Loan Centre to support RM on obtaining comprehensive product updates that is exclusive to our affluent customers
Identifying cross-sell opportunities among existing PB customers as well as for relationship deepening
Promote product bundles (where applicable) to higher cross-sell penetration and contribute to growth in bank’s revenue
Actively source for new sales and leads within internal database and cross-referral obtained from Commercial and Corporate Banking
Generate new leads through networking with lawyers, developers, real estate agents, SME/Commercial/Corporate, associations, clubs, etc.
Execute sales performance and tracking processes by:
Supporting Branch Manager to assist in contributing commendable achievement by ensuring both sales and service performances meet the branch target
Compile and submit 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)
Serve 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, DCI, FCA &
Actively convert existing FD portfolio to revenue generating products i.e. CASA and/or FCA/DCI/product bundles
To actively market and sell Alliance Bank’s consumer products to own portfolio of PB customers by:
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). Routing a copy of referral form to the District Sales Manager
Build and maintain long-term and profitable relationships by:
Providing quality customer service. Obtain customers’ feedback on sales-related matters and inform RM and BM where appropriate
Resolving customers’ problems and complaints on sales-related matters and escalate unresolved complaints to BM/CH/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/CH/RH when necessary
People Management
Encourage and promote teamwork within branch sales and service team by:
Providing assistance (e.g. training, knowledge sharing, covering of duties) to sales team members where necessary
Identifying and sharing new ideas and approaches for increasing sales and maximising customer experiences
Maintaining a conducive and professional working relationship within the sales team
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 and by being a role model to the juniors
Strictly adhere to contact management & service standards for calls, visit, portfolio review and market research frequency to PB customers
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 Center
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
Alliance Bank Malaysia Berhad (Company No. 198201008390 (88103-W)) is a dynamic, integrated banking group offering end-to-end banking and financial solutions through its consumer banking, business banking, Islamic banking, and stockbroking businesses, having served the financial community over the past five decades.
The banking group is involved in the provision of financial services through its principal subsidiaries, Alliance Bank Malaysia Berhad (88103-W) and Alliance Islamic Bank Berhad (776882-V). It provides easy access to its broad base of customers throughout the country via multi- delivery channels which include retail branches, Privilege Banking Centres, Islamic Banking Centres, Business Centres, and direct marketing offices located nationwide, as well as mobile and Internet banking.
Alliance Bank and Alliance Islamic Bank are members of PIDM.
For more information on our products and/or services, please visit any of our branches nationwide or e-mail us your enquiries/feedback at [email protected].
Offices: Menara Multi-Purpose, Capital Square, 8 Jalan Munshi Abdullah,, Kuala Lumpur, Kuala Lumpur 50100, MY
How many Customer Service & Support jobs are open in Klang City, Malaysia right now?
There are currently 26 open customer service & support positions in Klang City, Malaysia listed on Clera. New openings are added daily as companies post roles.
Which companies are hiring for Customer Service & Support roles in Klang City, Malaysia?
Companies currently hiring include Crocs, Inc., Hong Leong Bank Berhad, UOB, Alliance Bank Malaysia Berhad, Eco World Development Group Berhad, among others. Browse the listings above to see every active employer.
Are there remote or hybrid Customer Service & Support jobs in Klang City, Malaysia?
Yes — 1 of the 26 open customer service & support positions offer remote or hybrid work (0 remote, 1 hybrid).
How do I apply for Customer Service & Support jobs in Klang City, Malaysia?
Each listing links directly to the employer's application page. Apply early — fresh listings get the most recruiter attention in the first two weeks.