Relationship Officer, Diaspora Banking at NCBA Group

Job Purpose Statement

To aggressively sell and market Diaspora banking products to existing and potential customers, whilst also providing prompt personalized and efficient customer service to the Banks Diaspora customers to support customer acquisition and retention initiatives.

Key Accountabilities (Duties and Responsibilities)

Financial - 50%

• Achieve the set monthly and annual sales targets for all the consumer Banking products for this segment.
• Prospect, anticipate and close all sales leads within the shortest time possible in an efficient way.
• Develop a clear aggressive sales pipeline for both existing and potential customers.
• Prospecting and recruiting new customers for the various Consumer Banking products, understanding their needs and requirements.

Customer Service - 20%

• Identifying customer needs not met by existing products and the implementation of new products and services.
• Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
• Perform customer onboarding activities and touch activities as per CRM workflows.
• Manage all escalations related to diaspora support.
• Ensure customers are well supported on e-channels uptake to promote utilization.
• Ensure first contact resolution for all queries directed to you

Internal business processes - 20%

• Attend to daily refers and excesses requests
• Ensure compliance with operations risk requirements e.g. KYC, AML, Health & safety standards, security of Premises.
• Ensure good health of assigned portfolio by actively managing encroachments, Accountability reports and write offs.
• Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
• Prepare and submit reports to the relevant stakeholders within agreed format and timelines (daily, weekly, monthly, quarterly) To market and sell consumer banking products to existing and potential Diaspora customers. Provide personalized, prompt and efficient customer services to these customers whilst managing and controlling the operations of their accounts. Customer acquisition, satisfaction, growth and retention are critical to succeed in this role, regular and well-planned engagement activities are key drivers for retention and satisfaction. Job Purpose Statement.
• 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.
• Proactive management of NPL for assigned portfolio. • Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited. 
• 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations.
• Utilize the MIS system for continuous tracking of own performance, monitoring of customer satisfaction and provision of management / statutory reports as applicable.
• Present reports that facilitate informed and sound decision-making. Trends, insights and concerns with recommendations clearly elaborated.

Learning and growth - 10%

• Ensure personal growth by continuous learning/training for self through E-learning, internal & external training activities.
• Ensure compliance with the leave policy on block leave and minimum carry-over of leave days.
• Ensure to abide by the NCBA Bank Values at all times.

Job Specifications

Academic qualifications:

• Bachelor’s degree in a business related field
• Proficiency in computer use including MS Office tools and banking systems

Desired work experience:

At least 1 year work experience in Banking especially in Cash/Service Operations. Role-holder must have exposure in:

• Exposure to bank operations, service or sales
• 3 months' working experience in a Banking environment, with sound exposure to Branch Operations and customer service.
• Good understanding of the bank’s systems(T24,Docuware & Cheque Point)
• Good understanding of the bank's processes and procedures.
• Good Bank product knowledge
• Computer literacy