Job Details

JOB PURPOSE

This position ensures the role holder acts as the first point of contact for all service issues for the   establishment of a relationship managed association between the bank and the Private banking client through a dedicated Assistant Private banker that acts as the first point of contact, assesses and recommends appropriate products and service offering to clients that come through to the bank.

Under the supervision of the Senior Private Banker the following are among the Job Key Responsibilities :

• Act as first point of contact for all their service requirements in order to offer a personalized and differentiated service offering.
• Ensure that the customer experience is positive throughout the client’s journey at all touch points in order to provide a seamless service.

• To interact with customers in order to direct them to appropriate points of service and to use the interaction as an opportunity to enhance their banking experience with us
• Accountable for the execution of client instructions timely and confirming these to them to ensure service level agreements are met
• Responsible for managing the complaints management process including calling back clients to confirm resolution.
• Responsible for raising the overall service standards in the branch and making appropriate recommendations to improve service.
• Accountable for managing customer requests for opening new accounts, online funds transfer, loan payment, general requests and inquires.
• To ensure customer retention through cross selling, upselling and deep selling by assessing client’s needs and recommending appropriate products to them whilst increasing the bank’s share of the customer’s wallet size.
• To ensure customer requests/ instructions, with appropriate documentation, are received and processed in preparation for Back office execution with a view to providing speedy and efficient customer service
• To set and monitor Branch Service Standards using the 5 Non Negotiable in order to ensure the delivery of high service quality to customers.
• To track service performance regularly and rectify any deficiency in order to maintain high service standards
• To attend to and resolve referrals  on customer complaints or feedback timely in order to ensure that there is full customer satisfaction with the service /resolution.
• Accountable for managing customer requests for opening new accounts, online funds transfer, loan payments, general requests and  inquiries, processing in order to ensure that customer satisfaction.
• Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades  so that the cvp is aligned to customer’s needs
• Provide daily updates  on new cross sells on private banking to the  Private Banker to allow the Private banker to manage the client’s
• Responsible for educating Private banking customers that come through to the bank on the Bank’s product offering and service channels including any changes to the CVP pertaining to the segment.
• Responsible for educating digital clients about the preferred offering  and directing them to appropriate alternate channels.
• Responsible for liaising with the Private banker on market updates/financial news and informing customers in order to help them make informed financial decisions.
• Responsible for monthly assessment of segment thresholds and proactively engage clients to execute upgrades or downgrades  so that the cvp is aligned to customer;s needs
• Execute life cycle programs in order to provide a full customer service propositions that deepen client relationships
• Executes all client’s requests within SLAs and provides feedback in order to ensure clients are fully satisfied with the service/ resolution.
• Ensure that all key personal details of the customers are known e.g. birthday, anniversary, hobbies, spouse and children’s details etc. to better meet client’s needs.
• Proactive client engagement  on a regular basis in order  to provide timely and personalized banking services Execute effective customer contact plan for customers to ensure that their needs are met and the relationship is maintained.
• Keeps uptodate with in country market and global trends in order to recommend and link clients to appropriate events.
• Responsible for educating Private banking customers on the Bank’s product offering and service channels including any changes to the CVP pertaining to the segment.
• Support loan requests inclusive of information compiling for loan packages, request document development and send closed loans for processing in order to meet client’s needs.
• Sets referral, new business and cross-selling goals and monitors achievement of these goals in order to meet the bank’s financial aspirations.
• Ensure that the full value chain of the segment proposition is realized for the Bank by cross selling, deep selling and upselling the banks products and educating clients on the use of various channels for transactions  in order to achieve full value proposition.
• Monitor client’s changing requirements and recommend strategies to ensure that the organization’s products and services are fully utilized.
• To work on the upgrade and down grade exercise for private banking clients as directed by the Private banker.
• Responsible for keeping  the client database uptodate including mailing address, kyc etc to facilitate ease of communication to account owners.
• Knowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.
• To ensure attendance of all recommended training relevant to the role. Eg. Customer Service, Wealth management, Investment options, financial interpretation, Customer service
• Any other responsibilities assigned by management

INTERNAL/EXTERNAL CONTACT

• External: Customers, local public officers
• Internal: All Divisions

QUALIFICATIONS AND EXPERIENCE

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
• Degree in Business/Marketing or relevant field
• At least three (3) years’ work experience in a sales & marketing role
• Understanding of taxation laws and practical experience in application.
• Appreciation of securitization and investment options.
• Ability to profile customers and assess the needs of Private banking clients.
• Understanding of all Zanaco Retail products and account opening, KYC Requirements.
• Understanding of relevant legislation e.g. KYC, Anti – Money laundering, Banking code.
• Ability to read market trends and inform the decision-making process.
• Understanding of people policies and processes
• Demonstrated complaint handling and skills certifications JOB CORE COMPETENCIES
• Verbal and written communication
• Delighting customers and drive for results
• Networking/Liaison
• Persuading and selling
• Analytical thinking
• Team work
• Customer service orientation
• Problem solving