Job Position: Relationship Officer
The Relationship Officer is primarily responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite.
The Relationship Officer is responsible to drive profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank
Key Roles & Responsibilities
Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client.
Build, understand and sustain relationships with the client’s circle of influence (e.g. a parent, mentor, advisor or other family member)
Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.
Serve as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision.
Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment.
Retain existing high value clients by growth of wallet with the bank through relationship management activities.
Resolve client queries without further escalation.
Effectively convert service recovery to sales opportunities and sustained client loyalty.
Customer / Business acquisition
Drive portfolio growth through new to bank (NTB) customer acquisition and increased product per customer (PPC) ratio for existing to bank clients (ETB).
Based on client profile, map client potential and work towards up streaming to Private Banking segment.
Customer engagement, needs analysis and consultation
Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.
Gather competitive intelligence to determine what competitors are offering clients, product positioning and service offerings.
Continuously track market trends and ensure up to date knowledge of market offerings to be able to provide advice on potential financial planning solutions based on client needs.
Carry out suitability assessment of clients
Identify & partner with product specialists to provide expert advice across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates etc.
Risk management & control
Ensure meeting clients requirements while ensuring compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff.
Read, understand and comply with all provisions of the Group Code of Conduct.
Sound knowledge of all aspects of general banking, retail operations and credit operations / deposit and lending products / inspection and audit requirements, as applicable.
Awareness of all the policies and procedures issued in relation to money laundering prevention.
Ensure CDD compliance for all new to bank and existing customers.
Ensure zero operational loss and effective complaint management.
Effective reject management.
Report any suspicious transaction immediately to the supervising officer of Fraud Control
Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating.
Qualifications & Skills
•A thorough knowledge of the bank’s products, services and policies
•Must have product knowledge certification
•Excellent financial market knowledge
•Strong customer service orientation
•Strong interpersonal and communications skills
•Salesmanship, energy and drive
Job title: Priority service officer
Assist the PiB Team Leader in ensuring the delivery of high quality customer service, ensuring internal and external compliance on all branch transactions, handling complex customer requests and leading the overall service agenda for the PiB Segment.
Key Roles & Responsibilities
Ensure high level of customer service and support to the PrB team
Ensure resolution of all client complaints received for branch through Service Quality.
Gather / prepare statistics for service quality and productivity indicators
Ensure compliance with internal and external guidelines and ensure minimal comments in audits and other inspections
Find ways to improve operational efficiency and control costs to meet cost budgets
Ensure transactions are processed with a high level of accuracy and commitment within standard turn around time in order to satisfy customer needs
Monitor customer satisfaction survey ratings, net promoter score or any other survey/ feedback ratings taken from customers and ensure continuous improvement if below bench-mark, sustain and better quality service
Ensure adherence to laid down processes, facilitate first time resolution. Minimize rejections and customer complaints
Monitor and track transaction volumes and ensure effective transaction migration to alternate channels of banking.
Qualifications & Skills
Minimum Requirement of a first degree (BA/BSC)
In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.