Job Description

To proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for customer in the branch, providing banking solutions which meet the customer’s needs in accordance with each of personal banking segment’s value proposition. To provide an efficient personal banking service and support to a portfolio of branch-based clients across the various segments. To achieve expansion, cost management and customer retention targets through a proactive call plan and active cross selling.

Key Responsibilities

• Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities
• Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities
• Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
• Establish, build and strengthen relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals
• Ensure that customers are well informed with regards to lending application processes (e.g. vehicle finance, home loans, overdraft, credit card, personal loans, etc), credit maintenance processes (e.g. annual reviews) and account conduct expectations (e.g. minimum account balances, provision for debit orders and cheque payments, etc)

Qualifications

• University Degree

Experience Required

• At least 3 years’ experience in retail banking and relationship management

Behavioural Competencies:

• Adopting Practical Approaches
• Articulating Information
• Challenging Ideas
• Convincing People
• Exploring Possibilities
• Following Procedures
• Interacting with People
• Making Decisions
• Meeting Timescales
• Producing Output
• Showing Composure
• Understanding People

Technical Competencies:

• Active Listening
• Difficult Calls Management
• Electronic Communications & Devices
• Inbound Phone Statistics
• Query Resolution
• Telephone Caller Handling