Consumer Banking Officer

Job Purpose:

The overall purpose of this role is to grow Consumer Banking business, to optimize acquisition of new customers; to sell bank products; relationship and portfolio management of existing customers.

Key Responsibilities:

Strategy

• Develop and manage pipelines from new and existing customers, referrals, cold calls and capitalize on this database to grow the book
• Prepare a sales plan in relation to the branch and department strategy and manage implementation of the same
• Increase wallet size for existing portfolio through cross-sell, up-sell and retention.

Acquisition: Business Development 

• Required to open target accounts and ensure these accounts are active and of value balances
• Meet individual loan targets for the retail book through workplace banking and other retail loan products
• Underwrite personal and retail loans through Credit Quest
• Ensure that individual portfolio asset quality is within the set branch target
• Sell the full array of products, channels and services relevant to the retail clients and in line with key focus for the branch.
• Respond to customer enquiries, concerns and create positive solutions [consistency on impressive customer experience]
• Recognize, refer and cross-sell opportunities to the relevant business units
• Prepare and submit on time the daily/weekly sales reports
• Consistently meet and exceed sales targets for loans, deposits, CASA, Channels and income
• Actively participate in business activations & sales campaigns that support the growth of retail business at the branch
• Keep abreast with the bank’s products’ features, benefits and all regulatory requirements
• Initiate, record and update all customer interactions through a variety of methods, including call reports and customer relationship management system (CRM)
• Attend approved seminars and community events
• Maintain the sales environment, actively participate in regular sales and office staff meetings.
• Provide a customer experience that is consistent across all customer touch points.
• Maintain a professional appearance that is supportive of business
• Forward feedback from customers to the Branch Manager and recommend changes based on the feedback

Compliance:

• Ensure 100% compliance with KYC, AML policies and account opening procedures in line with the bank’s policies and procedures and the Prudential Guidelines
• Keep up to date customer records as provided by the Prudential Guidelines
• Adhere to set bank TAT/ SLA on all processes including but not limited to Account opening, Loan processing, customer complaints handling.
• Keep up to date on the controls in place to protect the bank against criminal, fraudulent activities and unnecessary risk and exposure.

Human Resource:

• 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