Associate Customer Relationship Manager - Kuala Lumpur - ref. b26744219

APPENDIX 1

JOB TITLE

ASSOCIATE CUSTOMER RELATIONSHIP MANAGER (ACQUISITION)

REPORTING RELATIONSHIPS

JOB TITLE

1. 1

REPORTS DIRECT TO

BRANCH MANAGER (SPOKE)

Acquisition of New-To-Bank PBAP customers

1. 2

JOB PURPOSE

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.

KEY RESPONSIBIITIES

1. Work as a team maker to solicit sales by identifying cross sell opportunities among ETB customers, as well as relationship deepening.
2. To access and identify leads from various sources/channels as sales referrals of acquisition effort.
3. Active participation and support in every aspect of marketing acquisition activities: - i.e customer events, marketing events, campaigns and product launches.
4. To work on acquiring New to Bank clients (Hunter)

KEY RESPONSIBIITIES (cont’d)

1. Review and identify opportunities for service/process improvements by develop/implement action plans
2. Review and highlight any process/service gap and to ensure compliance in place.
3. Reactivate and winback PB clients below AUM
4. Actively participate in all product & compliance, meetings.
5. Participate in any project or assignment by immediate supervisor and Head of Department.
6. Ensure proper sales compliance whilst build up new client portfolio.

KEY RELATIONS

Working Relations

(INTERNAL & EXTERNAL)

Regular Contacts

Nature of Purpose

• CSH/RH
• Branches

Sales & service and customer Experience

• HR

Training & Annual Leave Management

• Customers
• Business Partners

Customer Service/Sales

Sales

7

• 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

• Empowerment Matrix ( As per management discretion)

APPROVAL PROCESS

SIGNED

DATE

JOB HOLDER

IMMEDIATE SUPERIOR

DEPT HEAD

• EXPERIENCE/KNOWLEDGE REQUIRED

• 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)

• A university degree (in relevant disciplines) or its equivalent
• Certified – FMUTM, CEILI preferred

• At least 2-3 years workings with wealth management experience from the Financial industry
• Experience in high net worth segment will be added advantage

1. - 1. Must register with the Federation of Malaysian Unit Trust Managers (FMUTM);
2. Must pass the Unit Trust Examination conducted by FMUTM;
3. Must pass 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 FMUTM;
6. Honest, of good character, good repute, efficient, reliable and have high integrity. Individual must not have been :

• 1. 1. found by a court or other competent authority to have acted fraudulently or dishonestly;

1. convicted of a criminal offence; or
2. Censured or reprimanded by, or denied/disqualified from membership of a professional or trade body; or a regulatory license, registrat