Job Purpose:

Responsible for the implementation of all personal banking propositions to deliver growth and maintenance of these portfolios within the assigned branch(es).

Key Responsibilities:

Portfolio Management:

• Manage PAR, reactivate dormant accounts, and grow the personal banking portfolio by supporting DSE efforts.
• Cross-sell banking products and services by increasing wallet size to achieve revenue targets.

Business/Sales growth:

• Achieve sales targets for accounts, deposits, bancassurance and personal loans.
• Underwrite personal loans through the system.
• Respond to customer enquiries, concerns and create impressive customer experience.
• Actively participate in business activations and sales campaigns that support the growth of the retail business of the branch.
• Gather market intelligence to identify opportunities for business growth and develop value chain synergies

Relationship Management:

• Serve and retain personal banking customers by handling inquiries, resolving complaints, and providing quality service.
• Initiate, record and update all customer interactions through call reports and customer relationship management system.

Compliance and Risk management:

• Ensure timely and accurate processing of all credit applications and account opening documents within SLAs.
• Ensure all customer onboarding and transactions comply with AML, KYC, and CTF regulations.
• Regularly update customer records.
• Identify and report suspicious transactions as per AML policy.

Key Competencies:

• DSE support in the branch – ensuring the efforts of the DSEs are boosted by supporting them in maintaining their customer onboarding process – loan and account opening.
• Loan and account opening process –onboarding of customers in the system and ensuring strict compliance to avoid penalties and reputational damage.
• Product bundling & cross selling – recommending products like fixed deposits or investment products to customers that can boost low-cost deposits and fees income.
• Process automation – deciding to onboard customers in digital platforms to cut costs and improve TAT.

Academic Qualifications:

• Bachelor’s degree in commerce, Marketing, Banking & Finance, Strategic Management or its equivalent from a recognized University.
• Master's degree is an added advantage.

Work Experience:

• 1-3 years in a similar role.

Required Skills:

• Excellent communication, presentation and negotiation skills.
• Strong analytical and problem-solving skills.
• Sound knowledge of bank products and services, the Banking Act and regulatory environment.
• Goal oriented mindset and ability to work under pressure.

• Manage PAR, reactivate dormant accounts, and grow the personal banking portfolio by supporting DSE efforts.
• Cross-sell banking products and services by increasing wallet size to achieve revenue targets.
• Achieve sales targets for accounts, deposits, bancassurance and personal loans.
• Underwrite personal loans through the system.
• Respond to customer enquiries, concerns and create impressive customer experience.
• Actively participate in business activations and sales campaigns that support the growth of the retail business of the branch.
• Gather market intelligence to identify opportunities for business growth and develop value chain synergies
• Serve and retain personal banking customers by handling inquiries, resolving complaints, and providing quality service.
• Initiate, record and update all customer interactions through call reports and customer relationship management system.
• Ensure timely and accurate processing of all credit applications and account opening documents within SLAs.
• Ensure all customer onboarding and transactions comply with AML, KYC, and CTF regulations.
• Regularly update customer records.
• Identify and report suspicious transactions as per AML policy.

• Excellent communication, presentation and negotiation skills.
• Strong analytical and problem-solving skills.
• Sound knowledge of bank products and services, the Banking Act and regulatory environment.
• Goal oriented mindset and ability to work under pressure.

• Bachelor’s degree in commerce, Marketing, Banking & Finance, Strategic Management or its equivalent from a recognized University.
• Master's degree is an added advantage.