Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for customer in the branch, providing banking solutions which meet the customer’s needs in accordance with each of personal banking segment’s value proposition. Provide an efficient personal banking service and support to a portfolio of branch-based clients across the Gold, Silver and Blue segments. Achievement of expansion, cost management and customer retention targets through a proactive call plan and active cross selling. Provide customers at the branch with basic day – to – day service
Job responsibilities
- Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
- Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
- Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
- Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
- Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress
- Manage credit and operational risks in accordance with laid down policies and procedures
- Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration to facilitate the migration of customers to self-service channels where appropriate
Qualifications
Qualifications
- First degree in any field.
- Minimum of 2 years of banking experience, preferably interfacing with customers.
- Strong relationship management background.
- Experienced in upholding the highest levels of service.
- Experience in completing credit applications successfully
Additional Information
Additional information
Behavioural Competencies
- Ability to educate customers.
- Ability to listen and probe customer responses effectively to ensure proper understanding of needs.
- Advanced sales and consulting skills.
- Achievement-orientated, embracing and achieving challenging targets.
- Self-motivated and energetic
Technical Competencies
- Understanding of the personal markets etc.
- Deep knowledge and understanding of the different personal and segment value propositions.
- Understanding of the bank’s products in respect of service level agreements and the bank’s service provider networks.
- Understanding which products are most suited to the different personal banking segments.
- Knowledge of equivalent competitor products and services.
