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Branch Business Consultant -Personal Banking (Nairobi & Nanyuki)

Principle Accountabilities

Relationship Management &  Customer Service   

• Provide clients with personalized service to develop close relationships, achieve maximum profitable contribution for the client and the bank, and build client loyalty.
• Identify financial and non-financial requirements for clients by conducting a financial needs analysis.
• Ensure clients are aware of all financial services offered by the bank’s-drive full-service bank agenda.
• Use systems effectively for customer contact management, sales and service activity.
• Ensure delivery of service promises for improved customer satisfaction levels.
• Minimize client attrition.
• Ensure set Complaint Management processes are followed and TATs are met. 

Business Development

• Source New Business from clients through referrals, marketing activities and personal contacts.
• Develop the customer base and expand the unit’s business growth through marketing of banking products and services.
• Enhance HFC personal Banking sales/ revenues and promote cross-selling of bank products to all existing clients.
• Achieve Revenue goals, Sales and Portfolio growth targets across a range of products and services.
• Achieve Product Holding per customer growth targets
• Ensuring revenue growth through customer acquisition, new need identification, product cross-sell and re-engineering increased product usage for existing clients.
• Participate in cross departmental customer calls for marketing initiatives.
• Drive segment-based focus products agenda and conduct branch product trainings.
• Complete training programs allocated in line with your Role.

Controls

• Ensure that the target market selection criterion is adhered to and that we are in full compliance with Know Your Customer (KYC) and Anti Money Laundering (AML) requirements.
• Strong responsibility for ethical selling to customers with complete disclosure about products and services.
• Ensure Portfolio allocated is closely monitored and actions recommended are diligently executed.
• Ensure required approvals are obtained before authorizing payments.
• Monitor overdrawn accounts/ overdue loans and follow up for clients to regularize.
• Ensure accounts are not overdrawn without authorization.
• Adhere to set processes and procedures

Key Competencies and Skills

Technical skills

• Knowledge of Banking and Business Operations: Well round knowledge of ALL the Bank’s operations and processes and excellent knowledge of Bank policies and procedures
• Audit Standards and Legislations: Good knowledge of International Accounting and Audit Standards, and Legislations.
• Compliance and Regulatory Framework: Good understanding of the regulatory issues, reporting and operational requirement as provided by CBK, KRA, KIB, etc.
• Conceptual and Analytical Skills: Ability to quickly grasp and understand systems and keen to detail.
• Intricate understanding of products pertaining to customers both internal and external (competitors).
• Basic market knowledge of various investment vehicles / markets/ economics.
• Strong interpersonal skills and appreciation for diversity.
• Team player with ability to train, develop and mentor junior staff.
• Relationship Management skills.
• Networking Skills.

Personal attributes

• Communication and Interpersonal Skills: Ability to build rapport easily with customers, have well-developed oral and report-writing skills, and have the ability to work individually and as part of a team.
• Results and Achievement Oriented: strives to achieve results, enjoys measuring others, being measured, and being judged on performance standards.
• Personal Ethics: You must be honest, fair, just but firm with self, and of high integrity.
• Negotiation Skills: You must be a good negotiator, particularly in changing behavior and work practices, but always seek a win-win outcome.
• Amiable personality. 

Minimum Qualifications, Knowledge and Experience

Academic Qualifications:

• Bachelor’s degree in a business-related field

Work Experience:

• Minimum 3 years’ experience in a similar job with a financial services institution.

Collections Officer

Principle Accountabilities

• Reviewing and identifying accounts in early arrears and recommending the best plan of action for resolution. 
• Implementing approved action plans and monitoring performance of accounts to ensure that objectives are met. 
• Keeping requisite data on assigned portfolio that is to be used in production of reports.
• Use analytics dashboards to flag and highlight incidences that reflect heightened risk profiles and non-adherence to loans covenants.
• Conducting customer call visits to access business performance for SMEs and Corporate clients. 
• Ensure accurate Collections Progress Reports (CPR) that is detailed on assigned portfolio are generated and reviewed. 
• Reduction of monthly provisioning from current average and accounts migration. 
• Coordinating with external service providers e.g. brokers and insurance companies on the recovery process for assigned accounts where necessary (asset finance & IPF). 

Key Competencies and Skills

• Knowledge of CRM software and Microsoft Office Suite – Intermediate excel skills 
• Solid customer service attitude with excellent negotiation skills 
• Knowledge of KYC/AML compliance requirements 
• Astute product knowledge 
• Knowledge of portfolio management 
• Commercial acumen 
• Analytical skills 
• Knowledge of relevant laws and regulations governing debt collection practices 
• Proficiency in evaluating credit risk and making informed decisions on debt repayment plans based on risk assessment. 
• Familiarity with credit scoring systems and models to evaluate credit risk accurately. 

Minimum Qualifications, Knowledge and Experience

• Bachelor’s degree in finance, Business, or a related field preferred.
• 3 years’ experience, two of which should be in credit / lending in a debt management / collection functions or credit analysis.

APPLY HERE