Job Purpose
To build and cultivate relationships with potential and existing customers and translate those relationships into profitable business for the Bank.
Duties & Responsibilities
Contribute to the formulation and implementation of strategies necessary to acquire and sustain accounts in the retail and commercial sectors of the market.
Maintain a comprehensive database of existing relationships and prospects.
Identify customer needs and buyer values and proactively provide suitable products and services to meet identified needs.
Review applications for credit facilities (in line with the Bank's policy) and make appropriate recommendations and decisions.
Manage assigned credit portfolio and continuously monitor the quality of existing credit relationships.
Analyze and screen applications for credit based on the Bank's credit risk procedures.
Initiate and carry out recovery actions on non-performing credit facilities on assigned accounts.
Regularly contact customers via telephone calls and physical marketing visits to obtain feedback on service quality and customer satisfaction levels.
Ensure timely resolution of customer complaints and issues.
Assist customers with the account opening process.
Prepare monthly activity and performance reports for the Regional Head.
Supervise and coordinate the activities of subordinate staff.
Establish performance objectives and targets for Account Officers and conduct timely and objective performance appraisals.
Participate in regional and other team meetings.
Perform other duties as assigned by the Branch Manager.
Key Performance Indicators (KPIs)
Market share growth
Quality of credit portfolio maintained
Number of performing and non-performing loans and advances
Loan loss provision to total loans and advances ratio
Percentage average net yield on commercial credit before losses
Quality of customer base
Standard profit per customer
Increase in wallet share per relationship
Dormant and inactive account ratio
Revenue per customer growth rate
Timely update and accuracy of customer records
Percentage of retained customers
Customer satisfaction index
Percentage of loan recovery
Quality of cross-selling initiatives
Depth of market knowledge
Accuracy and timeliness of management reports
Educational Qualifications
Minimum Qualification:
First Degree or its equivalent
Postgraduate Qualification:
Not Applicable
Professional Qualification:
Not Applicable
Work Experience
Minimum of 4 years cognate experience as a Relationship Officer.
Required Skills & Competencies
Excellent product knowledge
Excellent knowledge of the market
Strong understanding of the Bank's core values, vision, mission, and strategic focus
Credit knowledge
Impressive contact list
Good negotiation and interpersonal skills
Computer literacy
Strong customer service orientation
Ability to take initiative
Sales-driven and aggressive mindset
Persistence and resilience
Creativity and innovation
Result-oriented approach
Proficiency in spoken English
Team player
Intelligence and fast learning ability