Relationship Officer – Diaspora Banking Assistant role at Tower Sacco, managing diaspora banking relationships and driving customer acquisition. Requires a Bachelor’s degree in Finance or a business-related field with 3+ years’ experience in a Banking/Financial institution environment. Full-time, on-site role.
JOB PURPOSE
- Reporting to the Operations Manager the job holder will be expected
to aggressively sell and market Diaspora banking products to existing and
potential customers, whilst also providing prompt personalized and
efficient customer service to the SACCO’s Diaspora customers to support
customer acquisition and retention initiatives.
Key Responsibilities
- Establish, build and strengthen one-on-one relationships with
customers, based on mutual respect, to retain customers and gain
word-of-mouth referrals
- Ensure that the Customer is central to the entire life cycle
approach of maximizing sustainable value add to both the Customer and the
SACCO.
- Establish and build knowledge and understanding of product and
credit application processes to eliminate reworking and ensure acceptable
turnaround times for customers.
- Maintain proper records (filing, update customer records on Core
Banking system).
- Ensure that customers are well informed with regards to lending
application processes , Credit maintenance processes and account conduct
expectations.
- Clearly and transparently inform customers of contract/account terms
and conditions, fees, rates and commissions where applicable. Be prepared
to articulate the value added if challenged on pricing.
- Attend to all correspondence relating to the portfolio, including
e-mails, phone calls, messages, documentation, queries and complaints.
- Appropriately Monitor initial activation and usage of transaction
accounts and proactively take steps to mitigate dormancy.
- Assist in the growth of customer base and ensure retention of
existing customers by continuously reviewing, recommending and cross
selling suitable products to target customer segments based on needs.
- Assist in driving the Diaspora banking proposition through
exceptional sales and service performance to the diaspora customers.
Champion and deliver world class customer service by ensuring
service excellence for customers and adherence to the SACCO’s Service
Level Agreements.
- Ensure business growth within the given portfolio as handed over by
the various diaspora agents and referrals.
- Promote excellent customer relations by consistently providing
premier customer satisfaction with a friendly demeanor, can-do attitude,
readily to help at all times depending on the different time zones and
providing professional resolution of problems/issues.
- Maintain a well-developed working knowledge of the complete line of
products and services offered taking responsibility to keep up to date and
request assistance for further development needs.
- Provide a customer experience that is consistent across all touch
points and enhance customer satisfaction, loyalty and retention and
provide a differentiated experience form other providers in the market.
- Manage Diaspora clients’ requests/transactions in compliance with
the SACCO policies, procedures and guidelines with zero tolerance to
operational risk & frauds.
- Exercise due diligence in operations on Know your customer (KYC),
Anti-money laundering (AML) to prevent and detect frauds and forgeries.
- Assist in organizing networking forums for existing and prospective
customers
- Client-relationship review/assessment to determine and address:
- Customer satisfaction
- Product usage
- Needs gap analysis
- Multi-banked situation
- Any other duties assigned by the Operations Manager, Head of
Operations, Diaspora Relationship officer and the C.E.O
Qualifications &
Experience
- Bachelor’s degree in a Finance/business related field /any other
relevant discipline.
- Have at least a minimum experience of 3 years in Banking/Financial
institution environment.
- Exposure in sales/customer service will be an added advantage.
- KCSE C Plain with C (Plain) in English & Mathematics
- Age above 24 years
- Excellent interpersonal & communication skills.
- Strong analytical and problem-solving skills.
- Relationship management skills
- Results driven
How to Apply
