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Absa Group Ltd, Equity Bank Kenya , First Bank of Nigeria Limited, HF Group, KCB GroupProfession (Banking, microfinance, insurance)
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Seniority (Banking, microfinance, insurance)
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Kuda Bank
Banking + 2 more
Description
Requirements
- Strong interpersonal and relationship management skills.
- Excellent written and verbal communication skills.
- Ability to manage high-value customer relationships professionally and discreetly.
- Strong understanding of retail banking products and services.
- Strong analytical and problem-solving skills.
- Ability to influence and engage customers effectively.
- Customer-focused mindset with high attention to detail.
- Proficiency in CRM systems, banking platforms, and digital tools.
- Ability to manage multiple customer relationships simultaneously
- Minimum of 2–3 years experience in retail banking, relationship management, or customer experience role
Responsibilities
- Manage a portfolio of premium retail customers and serve as their primary relationship contact for enquiries, requests, and escalations.
- Build strong relationships with premium customers by understanding their financial needs and providing tailored banking solutions.
- Proactively engage premium customers to drive satisfaction, retention, and product usage.
- Ensure all customer queries are handled promptly, professionally, and within defined service levels
- Collaborate with internal teams to resolve customer issues efficiently.
- Support onboarding and activation of premium customers ensuring accurate KYC processes.
- Identify opportunities to cross-sell relevant retail banking products such as savings, cards, overdrafts, stocks.
- Monitor customer engagement trends and proactively address service gaps.
- Provide regular updates and reports on portfolio performance and customer insights.
- Support initiatives aimed at improving customer experience and premium service offerings.
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