Job Description
To provide efficient support to the Consultant, Customer Service, Executive Banker, Business Banker in managing the customer portfolio for the branch (Mwanza).

Customer Service:

Adhere to the service standards and provide excellence customer service.
Attend to customer queries within set timelines and escalate those that cannot be resolved to relevant departments.
Open new accounts and process loans according to laid down procedures and agreed turn around times.
On-board customers and manage customer relationships within the segment.
Transfer and amend accounts as and when requested by customers and according to laid down procedures.
Check, scan and submit accurate and complete loan documents to the Central Verification Unit as per laid down procedure.
Conduct a needs analysis for the business customers within the portfolio and match with a solution.
Sales

Adhere to the Sales High 5 standards
Generate and provide leads to the Customer Consultant and other sales staff as appropriate.
Cross sell banking products to customers within the branch
Risk & Control

Adhere to the KYC policies and guidelines for both account opening and loan origination documentation.
Maintain account opening documents and all records in accordance to set procedures, that is, locked away and properly filed)
Call customers to follow up on non-performing loans, non-funded accounts, over-drawn accounts or dormant accounts.
Action reports timely that include but are not limited to: referral reports, account opening and closing report, Signature Verification System, re-activated accounts and wrongly profiled accounts in accordance with laid down procedures.
Respond to and follow through all sales audit/risk issues raised by auditors within agreed timelines and in accordance with laid down procedures.
Qualifications
Type of Qualification: Bachelor degree in Business Studies or a related fields from a recognized University

Experience Required
Client Coverage

At least two years branch banking experience.
Exposure to customer service required
Previous sales experience
Knowledge

Sound knowledge of bank products/services
knowledge of the risk management and credit principles
Sound knowledge of the bank’s policies and procedures relating to all areas under his/her control.
Knowledge of Service standards
Knowledge of the Core Banking system.
Good knowledge of bank policy regarding product criteria, pricing, charges and interest rates.
Understanding of financial statement.
Knowledge of competitor products and services.
Additional Information
Behavioural Competencies:

Adopting Practical Approaches
Articulating Information
Challenging Ideas
Checking Details
Conveying Self-Confidence
Developing Expertise
Following Procedures
Managing Tasks
Meeting Timescales
Producing Output
Providing Insights
Upholding Standards
Technical Competencies:

Client Servicing
Client Value Propositions
Compliance
Telephone Caller Handling
Verbal Communication