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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
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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.
Method of Application
Use the link(s) below to apply on company website.
Deadline: 2024-03-24