JOB PURPOSE

Reporting to the Operations Manager the job holder will be expected to aggressively sell and market Diaspora banking products to existing and potential customers, whilst also providing prompt personalized and efficient customer service to the SACCO’s Diaspora customers to support customer acquisition and retention initiatives.

JOB DESCRIPTION

Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals

Ensure that the Customer is central to the entire life cycle approach of maximizing sustainable value add to both the Customer and the SACCO.

Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.

Maintain proper records (filing, update customer records on Core Banking system).

Ensure that customers are well informed with regards to lending application processes , Credit maintenance processes and account conduct expectations.

Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.

Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, queries and complaints.

Appropriately Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.

Assist in the growth of customer base and ensure retention of existing customers by continuously reviewing, recommending and cross selling suitable products to target customer segments based on needs.

Assist in driving the Diaspora banking proposition through exceptional sales and service performance to the diaspora customers. Champion and deliver world class customer service by ensuring service excellence for customers and adherence to the SACCO’s Service Level Agreements.

Ensure business growth within the given portfolio as handed over by the various diaspora agents and referrals.

Promote excellent customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, readily to help at all times depending on the different time zones and providing professional resolution of problems/issues.

Maintain a well-developed working knowledge of the complete line of products and services offered taking responsibility to keep up to date and request assistance for further development needs.

Provide a customer experience that is consistent across all touch points and enhance customer satisfaction, loyalty and retention and provide a differentiated experience form other providers in the market.

Manage Diaspora clients’ requests/transactions in compliance with the SACCO policies, procedures and guidelines with zero tolerance to operational risk & frauds.

Exercise due diligence in operations on Know your customer (KYC), Anti-money laundering (AML) to prevent and detect frauds and forgeries.

Assist in organizing networking forums for existing and prospective customers

Client-relationship review/assessment to determine and address:

Customer satisfaction

Product usage

Needs gap analysis

Multi-banked situation

Any other duties assigned by the Operations Manager, Head of Operations, Diaspora Relationship officer and the C.E.O

PREFERRED QUALIFICATIONS & SPECIFICATIONS

Bachelor’s degree in a Finance/business related field /any other relevant discipline.

Have at least a minimum experience of 3 years in Banking/Financial institution environment.

Exposure in sales/customer service will be an added advantage.

KCSE C Plain with C (Plain) in English & Mathematics

Age above 24 years

Excellent interpersonal & communication skills.

Strong analytical and problem-solving skills.

Relationship management skills

Results driven

• Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals
• Ensure that the Customer is central to the entire life cycle approach of maximizing sustainable value add to both the Customer and the SACCO.
• Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
• Maintain proper records (filing, update customer records on Core Banking system).
• Ensure that customers are well informed with regards to lending application processes , Credit maintenance processes and account conduct expectations.
• Clearly and transparently inform customers of contract/account terms and conditions, fees, rates and commissions where applicable. Be prepared to articulate the value added if challenged on pricing.
• Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, queries and complaints.
• Appropriately Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
• Assist in the growth of customer base and ensure retention of existing customers by continuously reviewing, recommending and cross selling suitable products to target customer segments based on needs.
• Assist in driving the Diaspora banking proposition through exceptional sales and service performance to the diaspora customers. Champion and deliver world class customer service by ensuring service excellence for customers and adherence to the SACCO’s Service Level Agreements.
• Ensure business growth within the given portfolio as handed over by the various diaspora agents and referrals.
• Promote excellent customer relations by consistently providing premier customer satisfaction with a friendly demeanor, can-do attitude, readily to help at all times depending on the different time zones and providing professional resolution of problems/issues.
• Maintain a well-developed working knowledge of the complete line of products and services offered taking responsibility to keep up to date and request assistance for further development needs.
• Provide a customer experience that is consistent across all touch points and enhance customer satisfaction, loyalty and retention and provide a differentiated experience form other providers in the market.
• Manage Diaspora clients’ requests/transactions in compliance with the SACCO policies, procedures and guidelines with zero tolerance to operational risk & frauds.
• Exercise due diligence in operations on Know your customer (KYC), Anti-money laundering (AML) to prevent and detect frauds and forgeries.
• Assist in organizing networking forums for existing and prospective customers
• Client-relationship review/assessment to determine and address: Customer satisfaction, Product usage, Needs gap analysis, Multi-banked situation
• Any other duties assigned by the Operations Manager, Head of Operations, Diaspora Relationship officer and the C.E.O

• Excellent interpersonal & communication skills.
• Strong analytical and problem-solving skills.
• Relationship management skills
• Results driven

• Bachelor’s degree in a Finance/business related field /any other relevant discipline.
• KCSE C Plain with C (Plain) in English & Mathematics
• Age above 24 years