NCBA Personal Banking Relationship Officer Jobs in Kenya

NCBA Personal Banking Relationship Officer Jobs in Kenya

Job Purpose Statement

To provide prompt, personalized and efficient customer service to the Personal Banking Customers, deepen existing customer relationships through cross sell thereby increasing customer share of wallet with the Bank.

Key Accountabilities (Duties and Responsibilities)

Customer Service

Provide customers with personalized service to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.

Ensure clients are aware of all the Privileges & Solutions offered under Private Banking

Manage and control the operations of the Private Banking Lounge to maintain the Centre as both an aesthetically pleasing and comfortable lounge

Ensure clients are aware of all other financial services offered by the bank

Use systems effectively for customer contact management, sales and service activity

Ensure delivery of service promise and practice brand values

Minimize client attrition

Ensure set Complaint Management processes are followed and TATs are met

Financial

Maximize uptake of products by existing and new customers through lead generation, courtesy calling and cross selling of bank products.

Source new business from clients through referrals, marketing activities and personal contacts

Identify and recommend business development
opportunities

Customer profiling in conjunction with the segments Relationship Managers for possible upgrades to different segments

Internal business processes

Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.

Strong responsibility for ethical selling to customers with complete disclosure about products and services

Ensure Portfolio supported is closely monitored and actions recommended are diligently executed

Ensure required approvals are obtained before authorizing payments

Ensure accounts are not overdrawn without authorization

Adherence to policies, procedures and statutory guidelines.

Minimise exposure

to bank wide risks, enforce zero tolerance to non-compliance with KYC and AML
regulations.

Lead the process and confirm that closure of gaps/lapses identified, corrective and preventative actions for the segment identified by audit, risk and compliance reviews; investigations or other assessment mechanisms are undertaken within the agreed time frame.

Use of digital workflows and processes to achieve efficient and impactful engagement and accurate delivery of service.

Use data, information and insights to drive decision-making.

Learning and growth

Complete training programs allocated in line with your Role

Proactively manage own learning and development

Adhere to all HR policies

Ideal Job Specifications

Academic:

Bachelor’s degree in a business related field
Master’s Degree will be an added advantage

Professional:

Customer Relationship Management Course

Communication Skills ( Harvard Management Mentor)

Customer Focus (Harvard Management Mentor)

Negotiation Skills (Harvard Management Mentor)

Certificate of Proficiency in Insurance (COP) will be an added advantage

Desired work experience:

University degree

Minimum 3 years’ experience in customer service role with a financial services institution.

In-depth knowledge of the local banking industry, banking products, banking services
and banking regulations.

Good working knowledge and understanding of general commercial regulations and practices.

COP is highly desirable

How to Apply

For more information and job application details, see; NCBA Personal Banking Relationship Officer Jobs in Kenya

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