Careers at SBM Bank

JOB SUMMARY:

To constantly and consistently deliver exceptional sales results for the Retail Banking Division. This will be achieved by planning, developing, implementing and analyzing sales plans to meet Bank sales objectives.

KEY RESPONSIBILITIES:

•  Identify retail opportunity and prospects through systematic Prospecting, visiting and onboarding of new potential retail customers.
• Obtain all customer information, documents required to open an account and ensure KYC/AML compliance as per the Bank policy.
• Maintaining relationship with clients by providing support, information and guidance pertaining to the Bank product and services.
• Achieving sales targets within the set period. (Daily, Weekly and Monthly).
• Handling customer issues and complaints pertaining to allocated products and maintain professionalism as guided by the Bank policy.
• Obtaining timely, relevant market intelligence feedback useful for product development.
• Preparing regular sales activity and performance reports as required.
• Holding and participating on open days and product sales campaigns in line with the sales strategy.
• Recommending to the Business Development Team any business development opportunity for follow up.
• Be conversant with policies pertaining to all bank procedures.

Academic Qualifications

• Bachelor’s degree second class honours (upper division) preferably in business related field, working experience is an added advantage.

Personal attributes /Technical skills

• Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well developed oral and report-writing skills, and have the ability to work with teams.
• Personal Ethics: Must be honest, fair, just but firm with self, and of high integrity 
• Self-Driven & Motivated: Must be able to work without close supervision.
• Negotiation Skills: Must be a good negotiator, particularly in changing behavior and work practices but always Win/Win
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail
• Technology Skills: Computer Literacy

Employment Terms

• One year contract with a retainer and a variable performance based pay.

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JOB SUMMARY:

The overall purpose of this role is to handle all over the counter transactions and ensure accuracy, efficiency and customer delight and generate business leads from daily customer interactions.

KEY RESPONSIBILITIES:

Operations - 35% 

• Ensure compliance with bank operational and customer care policies and procedures
• Handle the following in line with Bank’s operating processes.
  •  Cash transactions,
  •  Cheque processing(Outward and in-house cheque)
  • RTGS and TT transactions
  • Electronic Funds Transfer processing,
  • NFI Collection; manual charges
  • Bankers Cheque Issuance
  • Set up standing instructions
  • Expenses cash payments.
  • Supporting Documents for large cash transactions and incoming funds.
• Conduct Snap checks.
• Comply with respective Money Laundering Prevention Procedures and be alert at all times to unusual or possibly suspicious activity, and report to the supervisor.
• Cash Custodian of vault, safety deposit lockers, ATM and branch keys; holding keys/combinations.
• Carry out the role of bank signatory within the approved limit and adhere to the laid down processes and procedures.
• Bank custodian; Ensure timely opening and closure of the branch; hold the arming and disarming codes of the branch
• Internal accounts reconciliations.
• Risk champion at the branch.
• Submit Risk and compliance self-assessment(RCSA) report to supervisor for Review

Customer Service/Experience - 45%

• Sit in as the customer service officer.
• Receive customer instructions, record verify and follow up for action through CRM.
• Ensure timely resolution of customer queries and offering solutions.
• Escalate all customer issues not resolved with TAT.
• Open accounts Via Chap Chap; Confirm the KYC is in order and sign off done before opening.
• Scan accounts to AMU.
• Process Account closure instructions.
• Order customer Cheque books.
• Avail customer instrument such as cheque books, pre-paid cards, credit cards and debit cards within agreed timelines.
• Digital banking customer set up for online and mobile banking, reset and creation.
• Assisting in management of the safe deposit locker.
• Safeguard and promote the Bank’s image at all times.
• Fixed Deposits; Ensure booking and liquidation of fixed deposits and receipt of properly mandated instructions from the relevant personnel, to call clients on FD related issues.

Customer Relationship Management/ Business Growth - 10%

• Cross sell bank products.
• Follow up and contact clients to activate dormant accounts.
• New client acquisition.

Human Resource - 10%

• Work efficiently as a team in the branch and offer good customer service to internal customers [staff in support units].
• Sign off BSC and individual performance targets for the year. Timely self-appraisal in line with the banks appraisal cycle.
• Attend set trainings, sharing and application of knowledge learnt. 
• Adhere to leave schedules to achieve Work life balance.

KEY RELATIONSHIPS:

Customers of this Position

• Internal and External Bank customers.

Knowledge; Skills and Experience required for this Role

Education

• Bachelor’s degree in any discipline with a minimum of second class honors upper division or equivalent.
• Minimum B- in KCSE or equivalent.

Competencies required for this Role

• Dynamic, analytical and self-driven individual with the ability to work under pressure.
• Good Communication and interpersonal skills.
• Adhering to Principles and Values.