Branch Relationship Officer at Commercial Bank of Africa Ltd (CBA)

DEPARTMENT: PERSONAL BANKING

REPORTS TO: RETAIL MANAGER

JOB PURPOSE STATEMENT

The purpose of this role is to achieve business growth for Personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.

KEY RESPONSIBILITIES

• Business generation through organic growth and increase of product uptake per customer in line with organizational goals (40%)
• Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards (30%)
• Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance (10%)
• Competency development to effectively perform Branch Sales Officer tasks (10%)
• Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment (10%)

COMPETENCE REQUIREMENTS

• Customer focus to effectively investigate customer complaints and respond appropriately.
• Ability to proactively monitor personal banking accounts and take appropriate action as applicable.
• Interpersonal skills to create and maintain relevant business networks; and to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Relationship management skills to effectively perform Account Relationship Management activities/tasks in a manner that consistently achieves high quality standards or benchmarks.
• Sales and negotiation skills to prospect and close business.
• Knowledge of Personal Banking products.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture.
• Networking skills to effectively leverage on relationships that will enhance customer acquisition and retention.
• Excellent verbal, written and communication skills.
• Personal motivation and drive for consistency in delivering results within deadlines.

QUALIFICATIONS AND EXPERIENCE REQUIREMENTS

• University Degree – Upper Second or GPA 3.0.
• At least 3 years successful experience in banking or customer contact.
• Proficiency in use of Microsoft Office Packages.