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Reference Number
HCBPTNM24042401
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