Relationship Officer NCBA Bank

Job Purpose Statement
The purpose of this role is to achieve business growth for Personal Banking by providing quality relationship management to existing customers in assigned branch/territory. This will entail sustaining customer satisfaction so as to retain them thereby generating additional business through cross-sell opportunities.

Key Accountabilities (Duties and Responsibilities)
• Business generation through organic growth and increase of product uptake per customer in line with organizational goals
• Sustain customer satisfaction and increase retention rates through adhering to set customer service and relationship management standards

Minimization of exposures to and impact of risks assisted with KYC, AML and portfolio maintenance
• Competency development to effectively perform Branch Sales Officer tasks

Adherence to and application of established policies, processes, procedures and tools to achieve optimal efficiency, compliance and cost containment

Providing an interface between the bank and existing customers in order to maintain good customer relations so as to meet the customer needs within the strategic objectives of the Bank.

Credit appraisals and recommendation for existing customers under the various loan products and submit to the appropriate final approval authority within established turnaround time.
• Overseeing the relationship management of assigned customers.
• Ensuring revenue growth through increased product uptake/cross-selling.

Ensure full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Manage all aspects of risk, including monitoring of advances portfolio, strict adherence to the provisions of the credit policy document to ensure minimal losses to the bank.

Monitor closely all unsecured credit facilities and overdrawn accounts assigned to ensure that the accounts are properly conducted to avoid potential loss to the Bank.
• Ensure that renewals, extensions and cancellations of existing credit facilities are done before the expiry date.
• Ensure that the NCBA bank’s Policies are adhered to at all times when handling different products
• Ensure branch performance reports are timely & accurate

Ensure adherence to all KYC & AML processes with regards to new business and that proper documentation is in place
• Ensure compliance with Operations Risk requirements to avoid losses arising from operational lapses
• Ensure all relevant reports are submitted on timely basis
• Ensure all fees and commissions due to the bank are collected
• Maintained high level customer service standards at all times.
• Receive customer enquiries and complaints and log them into CRM at all times as per agreed TAT.
• Monitor TAT for transaction processing to maintain a high customer service standards at all times,
• Ensure follow up on customer queries and provide feedback promptly at all times.
• Keep self-updated on existing and new products, to offer customers informed advise and cross sell appropriately
• Ensure no queues by attending to counters at all times
• 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 for yourself.

Ideal Job Specifications
• University degree OR equivalent
• Two years’ experience in branch service operations.
• Basic MS Office applications knowledge.

Ideal Job competencies
• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Technical skills to effectively perform customer care activities/tasks in a manner that consistently produce high quality of service.
• Knowledge of relevant products and service.
• Knowledge and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.
• Self-empowerment to enable development of open communication, teamwork and trust that are needed to support performance and customer-service oriented culture