Relationship Officer - Excellency

Job Purpose

Responsible for provision of customer service and sales support to the Excellency clients by:

• Meeting agreed service standards

• Ensuring seamless transaction processing and service delivery

• Provision of support to ensure Sales targets are achieved

Main Tasks & Responsibilities

Customer Service & Transaction processing

• Ensure that Excellency offers the best ‘First Class Service’ in the market

• Conducting EOD-BOD checks on all transactions

• Ownership of portfolio vis-à-vis front-end service and account management

• Problem/complaint resolution to be at 99% within TAT

• Respond to all phones within 3 rings in a polite and friendly manner.

• Record all messages and ensure call back response to caller is done within the same day within the 15 min TAT.

• Track all maturities and contact customers and record action. Reviewed on a monthly basis

• Ensure all KSIs are at 100% levels; Escalate all transactions not meeting TATs

• Ensure all MIS and reports are maintained

• Weekly off day handovers are complete vide documented emails

Attrition management

• Ensure that attrition levels are kept within 5%

• Root cause analysis for account closures

Portfolio Management

• Generating 3 hot leads per month ( e.g. bank assurance/FDs)

• Daily check on TOP 5 client accounts

• Sensitive Client Calling to the top 20 clients

• Ensuring respective RM Client Contact Plan MIS is submitted within deadline to the Unit Manager

Operational Health & Compliance

• Ensure all KYC and Compliance procedures to be complied with and adhered to in transaction processing

• Ensure all customer instructions are authenticated

• TDSS (Time, date, Stamp, signature) all client instructions

• Signoffs are as per authority grid

• Compliance training/awareness is in place

Personal Development

• Competency Levels of ROs are tracked and are in line with the business requirements

• Ensures that they are appraised on a regular periodic basis

Team work/Training

• Attend at least 6 man days of training in the year

• Be an effective team player and display the brand values in day to day interaction with internal and external parties

• Submit at least one idea/initiative for a process improvement/change every quarter

• Ensure team is staffed on off days /product end days and month ends.

Background Knowledge & Experience.

Minimum Education level required:

• Graduate/post graduate degree

Professional Qualifications

• Certificate /Diploma or Degree in financial advice

Work Experience

• 2-3 years experience in banking operations

• Exposure to front end (customer facing) functions in the service industry would be an added advantage

Attributes required for the Job

• Understanding of banking industry

• Understanding of banking process