Job Details

JOB PURPOSE

This position ensures the establishment of a relationship managed association between the bank and 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.

Under the supervision of the Branch manager the following are among the Job Key Responsibilities :

• 100% responsibility for assigned Preferred banking portfolio.
• 100% responsible for achievement of assigned financial targets –Acquisition, liabilities, assets growth, Gold cards, internet &mobile banking, Banc assurance.
• 100% responsibility for revenue generation for assigned Preferred banking portfolio.
• Responsible execution 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 in order 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.
• Monitor performance of client accounts to ensure account behaviour 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 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.
• Relationship 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 in order to increase retention.
• Execute all client’s requests within SLAs and provides feedback in order to ensure clients are fully satisfied with the service/ resolution.
• Execute life cycle programs in order to provide a 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 all accounts opened are 100% KYC            compliant.
• Ensure accurate and complete reporting of risk events within the stipulated time line (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.
• To ensure attendance of all recommended training relevant to the role. Eg. Banc assurance training, Sales & Service training, Wealth management, Investment options, financial interpretation,
• Ensure KPIs are signed off with supervisor and performance management reviews conducted timely.
• To take annual leave as prescribed through HR guidelines.
• To share knowledge and experience and best practice with team members in order to ensure that team performance meets set service standards
• Any other responsibilities or tasks as assigned by management.

INTERNAL/EXTERNAL CONTACT

• Existing / prospective customers
• Internal stakeholders
• Officials of regulatory bodies e.g. BOZ– for compliance and market information.

QUALIFICATIONS/EXPERIENCE

• Grade 12 Credit or above mandatory in Mathematics and English and any other three subjects.
• University degree in a Business-related Field or professional qualification from a recognized university.
• Diploma in Banking and Finance as added advantage
• Minimum of four (4) years banking experience
• Understanding of all Zanaco Retail products and account opening, KYC Cash and other Branch process requirements
• Understanding of relevant legislation e.g KYC, Anti – Money laundering, Banking code.
• Understanding of people policies and processes
• Demonstrated complaint handling and resolution skills

JOB CORE COMPETENCIES

• Results Driven
• Building Relationships
• Being Pro – Active
• Resilience

• Team work
• Customer service orientation
• Drive for results
• Interpersonal Skills
• Teamwork