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
How to Apply
