They would typically operate out any of the specific locations with face to face being the primary mode of interaction. In addition, the role holder would be licensed /certified / skilled to provide information / advice on all bank products and will work collaboratively with product specialists from various Business Units / Value Streams to design specific offers to be made to the customers based on their feedback and needs from the engagement done.
Job Title: Customer Relationship Officer – Ajose Adeogun
Job ID: 381739
Key Roles & Responsibilities
- Relationship Management (Required)
- Grow customer portfolio size by deepening existing customer relationships
- Retain existing highly valuable customers; Grow share of wallet with the bank through focused relationship management activities
- Provide advice on potential financial solutions based on identified needs
- Resolve client queries without further escalation
- Analyse financial requirements of customer and match with banks product offerings
Relationship Management (Excellence)
- Main banker for majority of clients in portfolio
- Majority of clients in portfolio are ¿long standing¿
- Work effectively across geographic borders with customers to deepen relationship with bank
- Pass on high net worth customers to the Private Bank
- Offer holistic advisory and consultancy services to key clients in portfolio
Customer/ Business Acquisition (Required)
- Solicit new to Bank and new to product leads from the Excel or Priority business segments
Customer/ Business Acquisition (Excellence)
- Consultative selling of multiple products to customers based on identified needs
- Turn service recovery into sales opportunity
- Refer highly satisfied customers to generate sales
- Analyse and review potential business to ensure maximum profitability
Collaborative Partnership -Advisory / Consultation (Required)
- Collaborate with product specialists, to deliver effective customer solutions
Collaborative Partnership -Advisory / Consultation (Excellence)
- Identify product specialists across different value centers to satisfy anticipated customers¿ needs
- Broader product holding ratio
Risk Management & Control (Required)
- Operate within Risk & Compliance requirements/ framework
- No reported mis-selling cases
Risk Management & Control (Excellence)
- Loan impairment below competitors¿ loss rates
- Is able to convert service recovery issue into customer loyalty opportunity
Qualifications & Skills
- Minimum of a 2nd Class degree in a relevant course.
- 2-3 years sales experience in a similar role
- Strong sales and relationship management skills
- Good Communication and Interpersonal skills.
- Role holder is expected to have some knowledge and experience in offering a range of products to meet customers’ needs but is unlikely to have the full knowledge and experience to offer all Consumer banking products.
Application Closing Date
29th May, 2013
