Job Details

Description

JOB PURPOSE

The key function of this role entails working with the Relationship Managers to deepen the wallet share of existing Customer Relationships as well as developing new Relationships with a view of driving revenue and market share growth. This will be achieved by ensuring that customers have full access to the full Zanaco Product Suite in addition to delivering world class customer Service while maintaining a robust control environment.

JOB RESPONSIBILITIES

Customer Service

• Support relationship managers in maintaining, growing and sustaining quality relationships with existing and new to bank customers.
• Support Relationship Managers with Customer Research, Sales Research to ensure that the bank is abreast with Customers changing needs by using Market and Industry intelligence.
• The jobholder will be the point of contact for Customer Service issues including timely query resolution to support Relationship Management.
• Deliver world class customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Zanaco’s standard procedure and policy.
• Strive to continuously improve the levels of service, through identification of key areas of concern as well as monitoring customer service and satisfaction.
• Proactively engage clients within the portfolio to discuss service issues that they may be facing and draw up plans to resolve.
• Undertake scheduled customer service visits for top clients on the portfolio and customer phone calls for the rest the customers.
• Provide information to Public Sector customers on new products and services being introduced by the Bank.
• Maintain regular contact with customers and conduct needs analysis to identify customer service needs effectively and ensure customer satisfaction through proactive management of the customers.
• Prepare and analyze monthly NPS results, Customer Satisfaction Survey, and Mystery Shopping and provide action initiatives to resolve identified pain areas.
• Responsible for customer service quality and efficiency through day to day service operations of the unit concentrating on delivery of high quality after sales customer service support.
• Produce quality complaints MI as per set schedule and drive service excellence through action tracking logs to help in the monitoring of customer service levels and satisfaction.
• Query management and resolution within given turnaround times and escalate those that go beyond expected TATs.
• The job holder will provide support to the Relationship Manager in ensuring that all aspects of the control framework are adhered to.
• Collaborate with specialists in Transactional Banking, Trade Finance and Treasury to enhance customer experience and increase uptake and usage of the bank products.
• Arrange or undertake product and Service presentations where appropriate.
• Conduct root cause analysis, identify systems, processes and service gaps which create barriers to serving customers
• Conduct Branch Assessments in key Public Sector branches to determine whether work standards and quality work output are achieved and maintained.

Customer Service
·       Support relationship managers in maintaining, growing and sustaining quality relationships with existing and new to bank customers.
·       Support Relationship Managers with Customer Research, Sales Research to ensure that the bank is abreast with Customers changing needs by using Market and Industry intelligence.
·       The jobholder will be the point of contact for Customer Service issues including timely query resolution to support Relationship Management.
·       Deliver world class customer experience through timely execution of customer requests as well as robust management of all queries and complaints aligned to Zanaco’s standard procedure and policy.
·       Strive to continuously improve the levels of service, through identification of key areas of concern as well as monitoring customer service and satisfaction.
·       Proactively engage clients within the portfolio to discuss service issues that they may be facing and draw up plans to resolve.
·       Undertake scheduled customer service visits for top clients on the portfolio and customer phone calls for the rest the customers.
·       Provide information to Public Sector customers on new products and services being introduced by the Bank.
·       Maintain regular contact with customers and conduct needs analysis to identify customer service needs effectively and ensure customer satisfaction through proactive management of the customers.
·       Prepare and analyze monthly NPS results, Customer Satisfaction Survey, and Mystery Shopping and provide action initiatives to resolve identified pain areas.
·       Responsible for customer service quality and efficiency through day to day service operations of the unit concentrating on delivery of high quality after sales customer service support.
·       Produce quality complaints MI as per set schedule and drive service excellence through action tracking logs to help in the monitoring of customer service levels and satisfaction.
·       Query management and resolution within given turnaround times and escalate those that go beyond expected TATs.
·       The job holder will provide support to the Relationship Manager in ensuring that all aspects of the control framework are adhered to.
·       Collaborate with specialists in Transactional Banking, Trade Finance and Treasury to enhance customer experience and increase uptake and usage of the bank products.
·       Arrange or undertake product and Service presentations where appropriate.
·       Conduct root cause analysis, identify systems, processes and service gaps which create barriers to serving customers
·       Conduct Branch Assessments in key Public Sector branches to determine whether work standards and quality work output are achieved and maintained.

Relationship Management
·       Develop understanding of the financial targets and key performance of the Relationship Managers portfolio.
·       Produce call reports in agreed format for all scheduled significant business meetings, these should be updated on shared folder/customer files.
·       Undertake Customer Service visits, Regional visits for all clients with frequency based on value and as prescribed in the annual Key performance Indicators (KPI).
·       Collate Customer information on service Performance for Relationship Managers (including volume of transactions and income)
·       Identify new Customers leads and escalate to Relationship Managers to maximize on liability base. Identify sales leads, cross-sell opportunities such as Transactional, Forex, Trade and Debt solutions as well as digital banking products and escalate to Relationship Managers
·       Liaising with internal/external stakeholders and attending to service queries related to information requirements on the Public Sector banking portfolios.
·       Perform a proactive liaison role between customers and back office service fulfillment and meet with various internal stakeholders to discuss possible improvements
·       Conduct and attend regular branch hurdles as prescribed by the annual key performance indicator targets to ensure branches are well informed about Public Sector developments and standards
·       Undertake to contribute to the achievement of Non-Funded Income and Net Interest Income for the Public Sector Banking unit through the provision of leads and close sales on the products prescribed and agreed in the annual key performance indicator
·       Undertake to contribute to the achievement of Deposit and Assets for the Public Sector Banking unit through the provision of leads and closed sales on the products prescribed and agreed in the annual key performance indicator

Controls & Administration
·       Maintain a high standard of control including adherence to KYC procedures and other Bank policies.
·       Responsible for the Administrative aspects of Public Sector Relationships, including support to account opening, KYC details or other documentary requirements.
·       Review and ensure that agreed service level agreements are adhered to
·       Devise and ensure an effective query tracking grid for all departmental functions by ensuring that all queries are captured on the case management system for monitoring purposes and future reference.
·       Monitor and track achievements against target for key metrics, new clients on boarded and Customer service delivery metrics
·       Facilitate training on Customer Service Experience and other Products in order to enforce customer service policies and procedures and ensure that training addresses service areas affecting corporate, agriculture and commercial customers.
·       Conducting semiannual competitor analysis to understand how peers deliver service with a view to exceeding industry expectations.
·       Ensure proper segmentation codes, correct tagging of accounts is applied against assigned portfolio of Public Sector customers.
·       Monitor performance of all service delivery channels identifying operational risks and recommend solutions to resolve failures identified.
·       Work with Relationship Managers in ensuring that dormant accounts are actively managed and are less than prescribed percentage of the entire segment number of accounts.
·       Undertake to ensure the reports assigned to perform are submitted on time as prescribed from time to time. These reports may be External or Internal

INTERNAL/EXTERNAL CONTACT

• External: Vendors, Stakeholders

• Internal: All internal Business Units

Requirements

QUALIFICATIONS AND EXPERIENCE

Degree in Economics, Finance, Sales or Marketing or Equivalent

• Four (4) or more years Banking experience
• A strong team player who can demonstrate a valuable contribution across a virtual team
• Proven ability to instigate changes in customer operating habits influencing the way they work to achieve mutual benefit
• Ability to work in fast paced changing environment
• Proven questioning and analytical skills
• Proven problem solving and decision making skills for complex queries

JOB CORE COMPETENCIES

• Strong interpersonal skills
• Strong Customer Service Skills and capabilities
• Proficient in use of internal computer system
• Communication Skills
• Sales & Negotiation Skills
• Good product knowledge
• Excellent customer relationship management

• Strong interpersonal skills
• Strong Customer Service Skills and capabilities
• Proficient in use of internal computer system
• Communication Skills
• Sales & Negotiation Skills
• Good product knowledge
• Excellent customer relationship management
• Problem-solving and conflict resolution
• Presentation Skills
• Ability to manage multiple tasks
• Telephone Etiquette
• Database management

• Deciding and initiating action
• Entrepreneurial and Commercial Awareness
• Persuading and Influencing
• Creating and Innovating