Branch Relationship Officer at NCBA Bank | June 2024

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Job Title:        Branch Relationship Officer           

Reports to:     Branch Manager

Department: Branch Business           

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.  

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Requisition ID: 2450