Client Relationship Management: Building Relationships in Every Touchpoint For ARMs & JRMs

This half-day client relationship management course in Singapore is designed for Assistant and Junior Relationship Managers. It equips participants to qualify leads, uncover client needs, identify appropriate opportunities and strengthen relationships at every client touchpoint. Participants earn 4 CPD hours, with IBF-STS funding available to eligible individuals.

IBF-STS Accredited

4 CPD hours

Half Day

Client relationship management helps Assistant and Junior Relationship Managers identify, qualify, and strengthen client relationships across every touchpoint. From the first phone call to an at-risk account, each interaction can shape the client’s confidence in the bank. Therefore, strong CRM skills help ARMs and JRMs uncover needs early, ask relevant questions, and maintain accurate client records. At the same time, they can add value consistently and flag emerging risks or opportunities to a senior Relationship Manager. As a result, they help the bank build stronger, longer-term client relationships.

Dates

18 September 2026

Duration

½ Day

CPD Hours

Program Fee

S$500

Early Bird: 10% Discount

Choose your session

Pick a date that works for you. A confirmation email with venue details will be sent closer to the date

Friday, 18 September 2026

TGS-2024047775

Available

Regular fee: S$500 Early bird: S$450 (register by 18 Aug)

What does CRM mean for ARMs and JRMs — and why does it matter at this stage of your career?

The early years in relationship management are where habits form. ARMs and JRMs who learn to see every client interaction — a phone call, a service request, a routine review — as a relationship-building opportunity are the ones who grow into strong relationship managers. Those who treat these interactions as transactions tend to plateau.

In this program, client relationship management refers to the practical behaviours, communication skills and follow-up processes used to build stronger client relationships — not a specific CRM software platform.

This half-day workshop gives you a structured CRM framework built specifically for the ARM and JRM role. You’ll learn how to qualify leads, communicate with clients more effectively, identify needs they haven’t yet articulated, spot upsell and cross-sell cues, and know when to escalate to your senior RM — all within a single, practical session.

Who should attend this workshop?

Assistant Relationship Managers (ARMs) who want to build a stronger foundation in client engagement and CRM practice

Junior Relationship Managers (JRMs) looking to handle client touchpoints more confidently and add visible value to their RM team

New relationship management professionals in banking who want a structured CRM framework from day one

Professionals seeking IBF-STS CPD credits in Customer Relationship Management (Proficiency Level 3)

What will you walk away with?

By the end of this workshop, you’ll have a practical CRM toolkit built for your specific role — and the confidence to apply it in real client interactions from your next working day.

Identify and apply CRM tools and capabilities to help build client relationships — so every touchpoint becomes an opportunity to deepen trust, not just complete a task.

Find and qualify leads through referrals and structured prospecting — knowing which leads to prioritize and how to approach them professionally.

Communicate more effectively with clients on the phone and by email — using questioning tools to uncover needs and distinguish genuine wants from surface preferences.

Spot upsell and cross-sell opportunities through active listening clues and cues — and know how to escalate these appropriately to your senior RM for action.

Monitor client satisfaction systematically and identify at-risk accounts early — so you can flag concerns before a client relationship deteriorates.

What does the program cover?

The workshop follows the four-step CRM Framework, with role-play scenarios and case studies embedded throughout. You’ll practice the skills in realistic situations — qualifying a lead, handling a difficult client call, spotting an opportunity — with guided feedback from the facilitator.

Step 1: Finding Qualifying Leads

Establishes a disciplined approach to lead management. Not all leads are worth equal time and attention — knowing how to qualify them quickly and systematically is one of the most valuable skills an ARM or JRM can develop.

Getting leads through referrals: how to build and activate a referral network within your existing client base
Qualifying prospects: the criteria and questions that tell you whether a lead is worth pursuing — and how to prioritize your pipeline

Step 2: Understanding Needs

Covers the communication skills that separate effective ARMs and JRMs from order-takers. You’ll learn how to have more purposeful client conversations — by phone and by email — and uncover what clients actually need rather than what they initially say they want.

Communicating with clients effectively on the phone and via email: tone, structure, and follow-through
Identifying needs vs wants and preferences: questioning techniques that surface what clients really value
Questioning tools: the specific question types that open conversations, deepen understanding, and build trust

Step 3: Finding Opportunities

Trains you to be the person who consistently spots revenue and relationship opportunities others miss — by listening more carefully and keeping better records. Also covers how to escalate findings to your senior RM in a way that adds value and builds your credibility.

Listening tools: identifying clues and cues in client conversations that signal an unmet need, a change in circumstances, or a product/service opportunity
Importance of keeping accurate client data and records: why good documentation protects the relationship and enables better follow-through
Adding product/service leads and escalating to RMs: the process for identifying and raising opportunities in a structured, professional way

Step 4: Monitoring Client Satisfaction

Closes the loop on the CRM framework — turning relationship management from one-off interactions into an ongoing process of monitoring, reporting, and continuous improvement.

Monitoring client satisfaction: the signals and check-in practices that give early warning of a deteriorating relationship
Identifying and reporting accounts at risk: how to escalate concerns to your RM with the right context and urgency

Why attend this workshop?

Foundational clarity

CRM is often taught as a system or a software tool. This workshop teaches it as a mindset and a set of practical skills — giving you a framework that works in every client touchpoint, regardless of what tools your bank uses.

Practical application

Role-plays, case studies, and guided feedback are woven throughout the session. You’ll practice qualifying a lead, handling a client call, and spotting an opportunity in a realistic scenario — not just hear about how it’s done.

Future readiness

The ARMs and JRMs who become strong relationship managers are the ones who start building good CRM habits early. This program accelerates that development — giving you the foundations to grow into a more senior role with confidence.

Is this workshop IBF-funded?

This program is accredited under the IBF Standards Training Scheme (STS). Eligible Singapore Citizens and Permanent Residents receive 50% funding, capped at S$3,000 per participant per course; Singapore Citizens aged 40 and above receive 70% (same cap).
TGS Reference Number: TGS-2024047775

Frequently asked questions

Is this workshop specifically designed for ARMs and JRMs?

Yes — entirely. Unlike general CRM training, this program is built around the specific situations ARMs and JRMs face: qualifying leads passed from senior RMs, handling client calls and emails independently, spotting opportunities within service interactions, and knowing when and how to escalate. If you’re in a more senior RM role, the C.A.T.C.H. New Clients program may be a better fit.

What does the IBF-STS funding cover?

IBF-STS funding is available to eligible self-sponsored and company-sponsored individuals.

Singapore Citizens and Permanent Residents: 50% funding support.
Singapore Citizens aged 40 and above: 70% funding support.

Funding eligibility and support are subject to IBF’s prevailing eligibility criteria, funding limits, and terms and conditions. Please refer to the IBF Standards Training Scheme (IBF-STS) page for the latest details.

How many CPD hours will I earn?

4 CPD hours upon completion. IBF-STS accredited under TGS-2024047775. Addresses TSC: Customer Relationship Management – Proficiency Level 3.

What is the IBF MySkills Portfolio and should I track this program there?

The IBF MySkills Portfolio is a free tool to track training progress against the IBF Skills Framework. Completing this program counts toward the Customer Relationship Management TSC at Proficiency Level 3, contributing to IBF Certification. Access at ibf.org.sg/myskillsportfolio.

Where is the workshop held?

At a hotel venue in Singapore. Specific address confirmed and sent to registered participants approximately two weeks before the program date.

Can my bank register multiple ARMs or JRMs?

Yes. For three or more participants, contact contact@momenta.biz or +65 8613 5868 to discuss group pricing. In-house delivery also available for banks wanting content tailored to specific products, client segments, or internal CRM tools.

What is the assessment format?

Formative assessments throughout the session — case study and role play scenarios testing the CRM framework in real ARM/JRM situations. Plus an MCQ assessment. No pre-work required before attending.

What is the cancellation and refund policy?

For questions regarding cancellation or refund matters, please contact us at penny.tang@momenta.biz or call +65 9003 2890. Further details are available on our Terms & Conditions page.

Ready to join us?

Select your preferred session and complete the short form below. We’ll confirm your place and send venue details closer to the date.

1 Submitter

2 Trainees

3 Billing

4 Confirm

Submitter Details

First Name Last Name Email I came to know of this course through Course Program Date Were you recommended by anyone? (Optional) If someone shared this program with you, please select their name here.

Register For

Single / Multiple

Trainee First Name Trainee Last Name Trainee ID Type Trainee ID Date of Birth Job Title Department Email Phone Number Office Number Sponsorship Years working in Private Banking

Billing Information

First Name Last Name Job Title Email Phone Number Address City Country Postal / ZIP Code

Declaration

On behalf of the above trainee I agree to below:

I confirm that all information I have provided is accurate and complete. I understand that any inaccuracies may lead to my removal from the program, forfeiture of my fees, and the repayment of any funding I have received from IBF.

I also understand that IBF funding and admission depend on meeting IBF Eligibility Requirements, such as citizenship, residency, and attendance. If I become ineligible or fail to comply with these rules, I agree to repay any funding.

I understand that my personal data, including identification details, date of birth, contact details, employment and sponsorship information, may be collected, used, and disclosed by momenta Group Pte. Ltd. for program registration, administration, funding eligibility checks, attendance, reporting, certification, audit, and compliance purposes. I understand that access to this information is limited to authorised personnel and relevant parties where required for these purposes.

I agree to the Terms and Conditions.

I agree to the declaration above.