– Manage a portfolio of customers achieving revenue goals, sales/service and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship.
– Provide the assigned portfolio of affluent customers with personalized service; so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty.
– Equip existing affluent customer with the Fidele package.
– Maintain a superior customer service experience including pre-empting issues and proactive servicing.
– Ensure delivery of customer promise and practice brand values, continue to maintain and improve the quality of service offered.
– Maximize profitability from the priority base.
– Actively identify new customers, grow affluent customers portfolio by introducing higher number of ‘NTB’ ‘new to bank’ affluent customers.
– Up-sell and cross-sell other bank products and services to existing customers.
– Minimize customer attrition.
– Maintain customer contact in accordance with identified commercial activity of the portfolio management rules.
– Train and coach subordinates (Particularly new recruits + graduate trainees).
– Assist Branch manager in the setting of sales action plan related to the branch.
– Periodical evaluation of performance level versus target.
– Follow-up with other (Credit/ Operations) Departments, pipeline or tools available on pending cases.
– Follow-up / track in coordination with branch manager on the progress of outbound calls, referrals from teller counter, in addition to the preparation and submission of weekly activities.
– In case of mixed portfolio identify and act on opportunities for upgrading customer from intermediate to affluent.
Quality & Service
-Ensure proper stationeries and merchandising in the Branch at all time
– Ensure that all customers’ requests/ inquiries are handled and covered with service Excellency
– Handle and escalate customer complaints as appropriate
– Responsible for the relationship area in terms of authorization ,custodies and review all related reports and business MIS/TIA logs, etc.
– Follow up with others, departments, pipeline credit/ operations dept. on pending cases
CBE, Compliance, Audit, Procedures
– Respond to Compliance Department requirements by obtaining proper approvals.
– Authorize the non-financial tasks performed by all the relationship staff.
– Ensure the implementation of all Bank policies / procedures / KYC compliance requirements are in place.
– Respond/ rectify to all raised audit comments.
– Ensure that the designation letter is followed based on set procedures & policies.
– Leadership and management.
– Marketing & Selling skills.
– Problem solving & decision making abilities
– Communication & interpersonal skills.
– Time management & organizational skills
– Customer service & communications skills
– Minimum 3 years in the customer service is a must.
10 Apr 2017
30 Apr 2017
1550
