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Job Title: Branch Relationship Officer
Reports to: Branch Manager
Department: Branch Business
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 Accountabilities (Duties and Responsibilities)
- Business generation through organic growth and increase of product uptake per customer in line with organizational goals
- Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards
- Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance
- Competency development to effectively perform Branch Sales Officer tasks
- Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment
- Providing an interface between the bank and existing customers in order to maintain good customer relations so as to meet the customer needs within the strategic objectives of the Bank.
- Credit appraisals and recommendation for existing customers under the various loan products and submit to the appropriate final approval authority within established turnaround time.
- Overseeing the relationship management of assigned customers.
- Ensuring revenue growth through increased product uptake/cross-selling.
- Ensure full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
- Manage all aspects of risk, including monitoring of advances portfolio, strict adherence to the provisions of the credit policy document to ensure minimal losses to the bank.
- Monitor closely all unsecured credit facilities and overdrawn accounts assigned to ensure that the accounts are properly conducted to avoid potential loss to the Bank.
- Ensure that renewals, extensions and cancellations of existing credit facilities are done before the expiry date.
- Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products
- Ensure branch performance reports are timely & accurate
- Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place
- Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses
- Ensure all relevant reports are submitted on timely basis
- Ensure all fees and commissions due to the bank are collected
- Maintained high level customer service standards at all times.
- Receive customer enquiries and complaints and log them into CRM at all times as per agreed TAT.
- Monitor TAT for transaction processing to maintain a high customer service standards at all times,
- Ensure follow up on customer queries and provide feedback promptly at all times.
- Keep self-updated on existing and new products, to offer customers informed advise and cross sell appropriately
- Ensure no queues by attending to counters at all times
- Ensure personal growth by continuous learning/training for self through E-learning, internal & external training activities.
- Ensure compliance with the leave policy on block leave and minimum carry-over of leave days for yourself.
Ideal Job Specifications
- University degree OR equivalent
- Two years’ experience in branch service operations.
- Basic MS Office applications knowledge.
Ideal Job competencies
- Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
- Technical skills to effectively perform customer care activities/tasks in a manner that consistently produce high quality of service.
- Knowledge of relevant products and service.
- 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
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Requisition ID: 2511
