DEPARTMENT: PERSONAL BANKING
REPORTS TO: RETAIL MANAGER
JOB PURPOSE STATEMENT
The purpose of this role is to achieve business growth for Personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.
KEY RESPONSIBILITIES
Business generation through organic growth and increase of product uptake per customer in line with organizational goals (40%)
Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards (30%)
Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance (10%)
Competency development to effectively perform Branch Sales Officer tasks (10%)
Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment (10%)
COMPETENCE REQUIREMENTS
Customer focus to effectively investigate customer complaints and respond appropriately.
Ability to proactively monitor personal banking accounts and take appropriate action as applicable.
Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
Relationship management skills to effectively perform Account Relationship Management activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
Sales and negotiation skills to prospect and close business.
Knowledge of Personal Banking products.
Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
Excellent verbal, written and communication skills.
Personal motivation and drive for consistency in delivering results within deadlines.
QUALIFICATIONS AND EXPERIENCE REQUIREMENTS
University Degree – Upper Second or GPA 3.0.
At least 3 years successful experience in banking or customer contact.
Proficiency in use of Microsoft Office Packages.
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