Job Details

Description

JOB PURPOSE

To represent and service the needs of Business Banking (BB) clients at the branch level focusing on customer service, query resolution, in-branch sales and customer on-boarding

Requirements

Under the supervision of the Senior Relationship Manager following are among the Job Key Responsibilities : –

• Actively seek to grow number of assigned branch active Business Banking customers and accompanying balance sheet and income
• Build in-depth knowledge of Business Banking and Retail products and apply this knowledge to satisfy customer needs and meet sales targets.
• Sell Business Banking accounts and onboard walk-in customers in the branch
• Cross and upsell products to walk-in customers to increase product utilization per customer in allocated branch
• Generate and pass on leads to relationship managers and product specialists for products including loans, trade and cash management services
• Maintain regular communication with clients, understand their financial needs and provide financial solutions
• Ensure delivery of the Business Banking value proposition and branch customer journey
• Deliver high quality customer interactions by being prepared and maintaining a professional manner and appearance at all times
• Resolve BB customer service requests and queries in a timeously manner including escalation to relevant teams for closure with feedback provided to the client promptly
• Take responsibility for BB customer complaints received through the branch and ensure closure or resolution by relevant stakeholders
• Maintain sustainable relationships with prospective and existing customers by taking an interest in their business and understanding their banking needs including tracking services consumed including from all financial institutions
• Respond to the customers information requests including providing basic training support on how use bank products and channels
• Adherence to Zanaco operations manual and other relevant manuals
• Execute activities within risk and compliance requirements
• Provide proper and correct product information
• Correct and error free execution of sales processes (Leads, campaigns, opening of accounts and cross sell)
• Compliance with internal procedures and processes
• Compile sales and service performance reports for submission to line manager

• Manage dormant accounts ensuring clients activate accounts or close accounts if no longer required.
• Take ownership for ensuring that all accounts opened are KYC-AML compliant (Know Your Customer and Anti Money Laundering) and tagged to the appropriate relationship manager
• Ensure 100% KYC compliance and regulatory requirements in all interactions with clients
• Any other responsibilities or tasks as maybe assigned by management.

INTERNAL/EXTERNAL CONTACT

External: CIB and BB Customers and other customers using transactional banking solutions

Internal: All Divisions.

QUALIFICATIONS AND EXPERIENCE

• Bachelor’s Degree in Business, or banking qualification preferable

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects
• 2 years in customer-facing sales or service role in financial services industry
• Experience working with SMEs and/or corporate clients is an added advantage
• Good knowledge of banking systems and processes used by the bank and customers
• Familiarity with international best practices and global trends in the cash management sector
• Technical knowledge in business finance tools, products and methodologies an added advantage
• Knowledge of legal and regulatory issues typical for country banking systems.
• Ability to understand main aspects of a financial institution’s operations an added advantage
• Strong knowledge of Bank products and channels an added advantage

JOB CORE COMPETENCIES

• Communication and presentation skills.
• Attention to detail and accuracy
• Ability to work independently under strict deadlines
• Proficiency in using MS Office applications especially Excel and PowerPoint
• Customer-centric and results oriented with good problem-solving skills
• Good planning and organizational skills
• Personable character with ability to deliver consistent high-quality customer interactions
• Strong selling and negotiation skill
• Ability and willingness to learn
• Team player with high integrity and accountability