Relationship Officer, Retail Banking at Rose Avenue Consulting Limited

Our client, a private commercial bank licensed by the Central Bank of Kenya, seeks to hire a Relationship Officer (Retail Banking). The Relationship Officer will be responsible for maintaining positive customer relationships, increasing bank revenue through marketing, ensuring seamless customer service, and supporting the Relationship Manager in meeting client financial needs and marketing activities.

Financial
• Scrutinize reports and action any necessary corrections daily, weekly or monthly as appropriate.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, etc.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity.
• Follow through promptly and meticulously on instructions given by the Relationship Manager.
• Keep Relationship Manager informed of progress made on customer matters. Surface ‘bad news’, complaints, and claims quickly and transparently.
• Interact frequently and build strong internal working relationships with enabler departments to ensure that Turnaround times and SLA’s are adhered to.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care, and being considerate of other team members.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.

Customer
• Scrutinize reports and action any necessary corrections daily, weekly or monthly as appropriate.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, etc.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity.
• Follow through promptly and meticulously on instructions given by the Relationship Manager.
• Keep Relationship Manager informed of progress made on customer matters. Surface ‘bad news’, complaints, and claims quickly and transparently.
• Interact frequently and build strong internal working relationships with enabler departments to ensure that Turnaround times and SLA’s are adhered to.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care, and being considerate of other team members.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.

Internal Business Process
• Scrutinize reports and action any necessary corrections daily, weekly or monthly as appropriate.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, etc.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity.
• Follow through promptly and meticulously on instructions given by the Relationship Manager.
• Keep Relationship Manager informed of progress made on customer matters. Surface ‘bad news’, complaints, and claims quickly and transparently.
• Interact frequently and build strong internal working relationships with enabler departments to ensure that Turnaround times and SLA’s are adhered to.
• Cooperate and work effectively with others in pursuit of team goals by sharing information, providing support, showing care, and being considerate of other team members.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.

Academic

•  Minimum of a Bachelor’s Degree.
•  Proficiency in Microsoft Office Suite.
•  Professional qualification in Customer Relationship Management and Sales & Marketing is an added advantage.

Professional Qualifications & Experience

• Experience in Sales, Personal/Business/or Corporate Banking added advantage.

Desired Work Experience

•  At least 2 years experience in banking

Personal Attributes & Skills

• Self-starter / self -motivated individual
• Independent and strategic thinker
• Strong inter-personal skills
• Ability to prioritize and work under pressure
• Attention to detail
• Flexibility and Openness
• Collaboration/ Teamwork
• Process focus
• Strong communication & presentation skills
• Strong spreadsheet skills