Job ID: 6093
Location: Nigeria – Lagos
Division: Personal and Business Banking
Position Category: Sales & Marketing
Employment Type: Full Time - Permanent
Shift: No
Regulatory Approval: Yes
Position Description:
PURPOSE OF JOB Provide a readily available, service-focused, knowledgeable and experienced point of contact for new and existing personal market customers. Ensure that the customers’ banking needs are identified and fulfilled efficiently and cost-effectively, while managing the risks associated with new accounts, mandates and specimen signatures. Maintain a high level of integrity and ethical standards.
KEY ACCOUNTABILITIES/KRA
Customer service • Identify customer needs effectively and open new accounts accordingly • Ensure that customers are assisted efficiently within the time frames laid down for particular transaction types – refer to 5 Star process • Cross-sell products effectively • Ensure that customers are fully informed of their rights and obligations to the bank in accordance with the Code of Banking Practice • Release account from Items for Approval • Load “S” indicator on account • Check that pay slip is not fraudulent Credit • Implement all the required steps and controls when opening accounts to minimize the risks associated with new business • Gather complete and accurate data for the opening of loan accounts and granting of facilities • Refer matters outside scoring criteria, with the appropriate information, to Accounts Support for further investigation Business development • Increase branch advances by responsible lending practices (limitisation) • Sell the bank’s products reactively and pass on sales leads to the applicable areas • Report statistics for reactive sales correctly and timeously Legislative compliance • Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act license categories • Complete disclosure to the customers in terms of accreditation, service fees, and commission • Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements • Customers successfully migrated to alternate electronic banking channels • Increased profitability as a result of quality growth in market share • Increased cross-sell ratios • Good Internal Audit and Compliance report findings • Complaints and queries effectively managed • Retention of satisfied, well informed customers as measured by CEBS results Problem solving • Determine the best solutions for customers with financial difficulties and sell these solutions to customers, aiming for a “win-win” situation for both customer and the bank • Able to own the interface between customer requests and banking service back-up • Deal with diverse problems in own area, using judgment and discretion to resolve them • Sound recall of procedures and previous experiences is required in order to assist with the resolution of problems • Required to be empathetic towards customers in financial difficulty while protecting the bank’s interests. Planning • Planning is generally on a daily to weekly basis within regular activity cycles • Work within set policy, procedures, system parameters and internal controls Decision making Identify opportunities for streamlining processes
PLEASE NOTE THAT THIS IS A PURELY SALES ROLE
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