Personal Banking Relationship Officer

Job Purpose Statement

To provide prompt, personalized and efficient customer service to the Personal Banking

Customers, deepen existing customer relationships through cross sell thereby increasing

customer share of wallet with the Bank.

Job Purpose Statement

To provide prompt, personalized and efficient customer service to the Personal Banking

Customers, deepen existing customer relationships through cross sell thereby increasing

customer share of wallet with the Bank.

Customer Service 50%

 Provide customers with personalized service to develop

close relationships, achieve maximum profitable

contribution for the client and the bank, and build client

loyalty.

 Ensure clients are aware of all the Privileges & Solutions

offered under Private Banking

 Manage and control the operations of the Private Banking

Lounge to maintain the Centre as both an aesthetically

pleasing and comfortable lounge

 Ensure clients are aware of all other financial services offered

by the bank

 Use systems effectively for customer contact management,

sales and service activity

 Ensure delivery of service promise and practice brand values

 Minimize client attrition

 Ensure set Complaint Management processes are followed

and TATs are met

Financial 20%

 Maximize uptake of products by existing and new

customers through lead generation, courtesy calling and

cross selling of bank products.

 Source new business from clients through referrals,

marketing activities and personal contacts

 Identify and recommend business development

opportunities

 Customer profiling in conjunction with the segments

Relationship Managers for possible upgrades to different

segments

Internal business processes 30%

 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 supported is closely monitored and actions

recommended are diligently executed

 Ensure required approvals are obtained before authorizing

payments

 Ensure accounts are not overdrawn without authorization

 Adherence to policies, procedures and statutory guidelines.

Minimise exposure to bank wide risks, enforce zero

tolerance to non-compliance with KYC and AML

regulations.

 Lead the process and confirm that closure of gaps/lapses

identified, corrective and preventative actions for the

segment identified by audit, risk and compliance reviews;

investigations or other assessment mechanisms are

undertaken within the agreed time frame.

 Use of digital workflows and processes to achieve efficient

and impactful engagement and accurate delivery of

service.

 Use data, information and insights to drive decision-making.

Learning and growth 10%

 Complete training programs allocated in line with your Role

 Proactively manage own learning and development

 Adhere to all HR policies