Summary
Date Posted: Sunday, January 01, 2023 , Base Salary: Not Disclosed

JOB DETAILS:

Job Purpose Statement
To provide prompt, personalized and efficient customer service to the Personal Banking Customers, deepen existing customer relationships through cross sell thereby increasing customer share of wallet with the Bank.

Key Accountabilities (Duties and Responsibilities)
Customer Service 50%
• Provide customers with personalized service to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Ensure clients are aware of all the Privileges & Solutions offered under Private Banking
• Manage and control the operations of the Private Banking Lounge to maintain the Centre as both an aesthetically pleasing and comfortable lounge
• Ensure clients are aware of all other financial services offered by the bank
• Use systems effectively for customer contact management, sales and service activity
• Ensure delivery of service promise and practice brand values
• Minimize client attrition
• Ensure set Complaint Management processes are followed and TATs are met

Financial 20%
• Maximize uptake of products by existing and new customers through lead generation, courtesy calling and cross selling of bank products.
• Source new business from clients through referrals, marketing activities and personal contacts • Identify and recommend business development opportunities
• Customer profiling in conjunction with the segments Relationship Managers for possible upgrades to different segments

Internal business processes 30%
• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services
• Ensure Portfolio supported is closely monitored and actions recommended are diligently executed
• Ensure required approvals are obtained before authorizing payments
• Ensure accounts are not overdrawn without authorization
• Adherence to policies, procedures and statutory guidelines.

Minimise exposure to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML regulations.
• Lead the process and confirm that closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed time frame. • Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.
• Use data, information and insights to drive decision-making.

Learning and growth 10%
• Complete training programs allocated in line with your Role
• Proactively manage own learning and development • Adhere to all HR policies

Ideal Job Specifications
Academic:
• Bachelor’s degree in a business related field
• Master’s Degree will be an added advantage

Professional:
• Customer Relationship Management Course
• Communication Skills ( Harvard Management Mentor)
• Customer Focus (Harvard Management Mentor)
• Negotiation Skills (Harvard Management Mentor)
• Certificate of Proficiency in Insurance (COP) will be an added advantage

Desired work experience:
• University degree
• Minimum 3 years’ experience in customer service role with a financial services institution.
• In-depth knowledge of the local banking industry, banking products, banking services and banking regulations.
• Good working knowledge and understanding of general commercial regulations and practices.
• COP is highly desirable


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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