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Kuda Bank
Banking + 2 more
Description
Requirements
- Minimum of 2–3 years experience in retail banking, relationship management, or customer experience roles
- Experience managing high-value or premium customers is an added advantage.
- Familiarity with CRM systems and digital banking platforms.
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.
- Stay informed on emerging trends in retail banking and premium customer engagement.
- Build strong internal relationships to enhance service delivery.
- Act as an escalation point for complex premium customer concerns.
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