Job Details

Description

Job Purpose: This position ensures the establishment of a relationship managed association between the bank and the Preferred Banking client through the Preferred Banker that proactively engages clients for the provision of banking products and services based on the client’s needs whilst ensuring profitability of the entire customer value proposition.

Job Responsibilities:

Financial (60%)

• 100% responsibility for assigned Preferred banking portfolio.
• 100% responsible for achievement of assigned financial targets; acquisition, liabilities, assets growth, gold cards, internet and mobile banking, Banc assurance.
• 100% responsibility for revenue generation assigned Preferred banking portfolio.
• Representative of the sales strategy for Preferred Banking clients i.e. hunts in packs with Corporate and Commercial teams and provides leads to the two units.
• Accountable for conducting an in-depth analysis of client’s present financial position relating to total assets such as property, business interest etc., credit balances across account types, transaction types and the value of all investment portfolio to recommend appropriate products and services to the client.
• Closely monitor sales performance against set targets and proactively address any adverse variances.
• Ensure on boarding process is seamless i.e. account funded and mobile banking activated within 24hours of account being opened, card issued within agreed TAT.
• Subsequently, monitoring performance of client accounts to ensure account behavior remains positive.
• Responsible for the execution of the CVP for Preferred Banking customers and educating them on the Bank’s product offering and service channels.
• Ensures growth of the number of clients on the portfolio and accountable for all financial KPIs.
• Responsible for scanning the market and research on good opportunities to meet Preferred banking client’s revenue goals and provide market updates/financial news to the client.
• Ensure brand and product offering consistency across the Customer value proposition for the segment.
• Ensure that the full value chain of the segment proposition is realized for the Bank by cross selling, deep selling and upselling the bank’s products to increase customer wallet size and therefore retention.
• Responsible for monthly assessment of segment thresholds and proactively engage clients for any breaches and execute upgrades or downgrades half yearly so that the CVP is aligned to customer’s needs and that they derive full value from the proposition.
• Knowledge and understanding of appropriate legislation and regulation affecting banking and customer interaction to ensure all transactions are legal.

Customer Service (20%)

• Manage clients and recommend appropriate solutions in addressing their needs with customer contact plans completed.
• Educate clients on the use of various alternate channels to allow for full implementation of the Retail strategy i.e. relationship management.
• Ensure that the customer experience is positive throughout the client’s journey and at all touch points to increase retention.
• Execute all client’s requests within SLAs and provide feedback to ensure clients are fully satisfied with the service/ resolution.
• Execute life cycle programs to provide full customer service propositions that deepen client relationships.
• 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 and ensure all accounts opened are 100% KYC compliant.

Controls (10%)

• Ensure accurate and complete reporting of risk events within the stipulated timeline (i.e. 7 calendar days).
• Ensure adherence to all account opening procedures. KYC, profiling, minimum balance etc.
• Treat customers fairly and explain full value proposition for the product and associated costs.

People Management (10%)

• To ensure attendance of all recommended training relevant to the role. E.g. Bancassurance, sales and Service, wealth management, investment options, financial interpretation, etc.
• Ensure KPIs are signed off with supervisor and performance management reviews conducted in a timely manner.
• To take annual leave as prescribed through HC guidelines.
• To share knowledge, experience and best practices with team members to ensure that team performance meets set service standards.

Contact:

• External: Local Regulators on statutory matters, stock market, professional bodies, events managers.
• Internal: Corporate Banking departments, Retail Banking departments, Treasury departments, Information Technology, corporate affairs, customer service.

Requirements

Qualifications & Experience:

• Grade 12 Certificate with 5 credits; including English and Mathematics.
• Degree in a related field.
• 5 years in the banking industry.

Job Core Competencies:

• Understanding 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 people policies and processes.
• Demonstrated complaint handling and skills certifications.
• Verbal and written communication
• Delighting customers
• Networking/Liaison
• Persuading and selling
• Drive for results
• Analytical thinking
• Teamwork
• Customer Service Orientation
• Analysis
• Monitoring
• Problem solving
• Conceptual thinking
• Strategic leadership
• Presentation and facilitation