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.
  

• 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.