Branch Sales & Service Executives at Standard Chartered Bank Kenya

Job Details

• Customer/Business Acquisition
• Increase customer base through new to bank (NTB) customer acquisition and increased product per customer (PPC) ratio for existing to bank clients (ETB)
• Activate NTB clients, and set up and educate clients on remote channel usage i.e., online, Client Centre, ATM; Hand over client to Priority or Business Banking Team if required
• Based on client profile, map client potential and work towards up streaming to Priority and Business Client segments by increasing wallet share.
• Relationship Management
• Manage & service primarily walk in clients, fulfilling transactional requirements
• Grow & improve customer’s value and profitability by engaging & deepening existing customers relationships
• Address walk-in ETB clients’ (any segment) sales needs (may be from Service To Sales); Serve client on initial request and broaden to Next Best Conversation based on ETB analytics
• Direct and educate walk-in clients to use self-serve channels, and handle service requests via low-counters where requested by clients; Actively seek Service To Sales opportunities
• Effectively convert service recovery to sales opportunities
• Customer Engagement & Advisory
• Provide advice on potential financial planning solutions based on client needs
• Carry out suitability assessment of clients
• Refer to product specialists to provide expert advice to customers across a wide range of financial matters such as retirement planning, estate planning, asset allocation, forex rates etc
• Risk Management & Control
• Ensure meeting clients requirements while ensuring compliance with regulations and controls set by the bank and external regulatory authorities by all staff
• Read, understand and comply with all provisions of the Group Code of Conduct
• Sound knowledge of all aspects of general banking, retail operations and credit operations/deposit and lending products/inspection and audit requirements as applicable

Ensure that the Anti-Money Laundering requirements are followed as follows:-

• Ensure all reasonable steps are taken to verify the identify customers.
• Retain adequate records of identification, account opening and transactions
• Make prompt reports of suspicious transactions (STR) and suspicious activities (SAR) using the right internal channels
• Maintain raised awareness of Anti-Money Laundering prevention by attending all staff /attending training sessions, through eLearning or any material updates provided by the Bank
• Ensure zero operation loss and effective complaint management
• Ensure strict compliance and responsible for achieving and maintaining satisfactory audit rating