STANDARD CHARTERED BANK – NIGERIA
JOB DESCRIPTION
• The Relationship Officer is primarily responsible for servicing and managing customer relationships under the Priority Banking program by engaging them, uncovering their needs and providing them with the appropriate products, services and solutions from the entire range of the Consumer Banking suite.
• Providing personal financial planning services to customers as well as handle customer enquiries and complaints.
• The Relationship Manager is responsible to drive profitable revenue and volume growth from their portfolio with a focus on new acquisition, deepening of existing customer relationships and cross sell thereby improving market and customer share of wallet with the Bank
KEY ROLES & RESPONSIBILITIES
• Manage and anticipate client requirements with a focus towards managing the existing base as well as increase cross product holding per client.
• Build, understand and sustain relationships with the client’s circle of influence (e.g. a parent, mentor, advisor or other family members).
• Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.
• Serve as a problem-solver for the client, helping them identify investment criteria recognize and handle concerns that arise as consultation moves closer to decision.
• Provide ongoing portfolio supervision, with a continuous focus towards helping the client adapt to changes in personal circumstances and the financial environment.
• Retain existing high value clients by growth of wallet with the bank through relationship management activities.
• Resolve client queries without further escalation.
• Effectively convert service recovery to sales opportunities and sustained client loyalty.
Customer / Business acquisition
• Drive portfolio growth through new to bank (NTB) customer acquisition and increased product per customer (PPC) ratio for existing to bank clients (ETB).
• Based on client profile, map client potential and work towards up streaming to Private Banking segment
Customer engagement, needs analysis and consultation
• Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters
• Gather competitive intelligence to determine what competitors are offering.
QUALIFICATIONS & SKILLS
• Ability to plan daily/periodic operations
• Strong customer service orientation
• Strong interpersonal and communication skills
• Salesmanship, energy and drive
• Sound knowledge of administrative procedures
• Relevant academic and work experience
DIVERSITY & INCLUSION
Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.
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