Assistant Relationship Manager-SME

JOB PURPOSE:

To sell SME products and provide general business banking solutions to customers while observing the policies, processes, and procedures of KCB Bank.

Job Definition.

1. Execute sales of SME assets, Liabilities, and other product types as per targets allocated by your Branch Manager.
2. To deal with customer queries, requests, instructions, suggestions/service feedback and dissemination of information on bank products to both existing and potential customers.
3. Facilitate the branch’s Service Delivery to customers.
4. Handle Establishment of new and Variation of existing account relationships.
5. Deal primarily with SME accounts.

Principal Accountabilities

1. Selling bank products to new customers and cross selling to existing customers.
2. Handling establishment of new account relationships, Variations to the existing relationships, Initial stages of credit matters, and Dissemination of information relating to the Bank’s Products & Services.
3. Deposit mobilization for the bank
4. Extending support and guidance to Customer Care Rep.
5. Leadership of the Branch’s customer service.
6. Credit cards/debit cards inquiries and encashment.
7. Collect information from customers relating to account relationship.
8. Handling of shares IPO related matters.
9. Initial interview of customers who require financial assistance/facilities and direct them accordingly ensuring that relevant supporting documents are obtained.
10. Doing Business banking returns, Customer care returns, Sales returns, and relevant areas of the Executive Summary.
11. Annual branch budget relevant areas.
12. Sales calls and market intelligence gathering.
13. Receive and solve or escalate both verbal and written customer complaints noting to record them in the customer complaints register.
14. Receiving, guiding, and doing initial appraisal of loan applications
15. Explaining and having customers sign letters of offer.
16. Offering information on check-off loans, receiving applications, Appraising & Dispatching them to CRU-H/O, and Guiding & Witnessing acceptance of terms of credit on offer letters.
17. Completing of the advance’s facilities books (date applied, approved/declined, date letter of offer signed, date draw down made, etc).
18. Any other duties that may be allocated from time to time.

Knowledge and experience required.

State clearly the level of education, number of years overall experience or specialized experience, skills, training necessary for acceptable performance in the position.

• A university degree in relevant business discipline, any professional Qualification in General Banking is an added advantage. • At least 2 years’ experience in sales and services and their relevance to both SME customers. • Ability to identify, analyze and structure both SME lending requirements. • Thorough knowledge of banking products and services. • Demonstrate knowledge of Digital Financial services and their relevance to customers. • Strong communications, negotiation, and interpersonal skills with ability to win business. • Passion for Performance. • Open to New Ideas in a rapidly changing Business Environment and innovative • Ensure Credit loan applications are well captured in credit Analyst system and follow up for timely resolutions of customers disputes.

5. Key Objectives of your position for Next 12 months

6. Maintain/retain existing customer base.

7. Market new business and carry out market intelligence.

8. Increase revenue collection hence profitability.

9. Aim at good audit rating above 75%

10. Adherence to policies and procedures hence reduction of operational cost, mitigate risks, frauds, and forgeries.

11. Please describe the 4 to 5 factors which are critical to you being able to achieve these objectives – WHAT are the factors and WHY.

12. To mitigate risks and offer efficient customer service hence customer satisfaction.

13. Market Corporate Image – Attend all Bank functions and other corporate events so as to sale and market KCB and source out prospective business clients.

14. KCB’s marketing and advertising strategy should be aggressive - To attract new customers to improve revenue collection.

15. Teamwork – to offer seamless banking service.

16. To improve business portfolio and mitigate risks, frauds, and forgeries. PROBLEM SOLVING

Individually or in consultation with relevant departments

WORKING CONTACTS:

In consultation/liaison with the Manager Operations/Branch Manager: -

1. Other departments/sections in the branch
2. Other branches/units of KCB
3. Other banks and financial institutions