Premier Banking Officer
Full time @NCBA posted 5 hours ago in Administration Shortlist Email JobJob Detail
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Job ID 27310
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Career Level Officer
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Experience 3 Years
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Gender Both
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Industry Administration
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Qualifications Degree Bachelor
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Job Type Full time
Job Description
Job Purpose Statement
To aggressively sell and market premier banking products to existing and potential customers, primarily through the premier banking center, whilst also providing prompt personalised and efficient customer service to the Bank’s premier customers so as to support customer acquisition and retention initiatives.
Key Accountabilities (Duties and Responsibilities)
Financial 50%
• Maximization of product uptake by existing and new customers through lead generation, cold calling and database mining.
• Customer profiling for recommendation for upgrades to Premier Level.
• Competency development to effectively perform sales and customer service tasks.
Customer Service 20%
• Provision of excellent and exceptional customer Experience
• Provide prompt and courteous service to the Premier customers, actively taking such customer contacts as opportunities to cross sell other bank’s products.
• Monitor bank customers to pick out those that may qualify for Premier status and encourage them to utilise the Premier banking centres.
• Manage and control the operations of the Premier Banking Centre to maintain the centre as both an aesthetically pleasing and comfortable lounge
• Proactively address cycle times for customer service processes while escalating issues and following up, where necessary, with the requisite departments.
• Ensure a high level of customer service is maintained at all times by ensuring no long queues and customer are served promptly.
• Ensure response to customer feedback/ queries within set timelines.
• Ensure that all telephone calls are answered within the 3rd ring.
• Paying and receiving cash and cheques deposits correctly
• Efficient and timely processing of transactions.
• Perform any other duties that may be assigned by the supervisor
Internal business processes 20%
• Observe turnaround time for item processing, in daily and periodic work routine.
• Make sure all preparations are in place to receive customers by set opening time.
• Maintain quality service standards in compliance with the established SLA – This includes adherence to KYC and AML requirements.
• Ensure all commissions are collected as per the ruling tariff and no income leakages e.g. through operational losses or frauds
• Cost management by ensuring that wastage is avoided.
• Batch own transactions at the end of the day for countersigning by the signatories as per their limits before filling.
• Confirm customer deposits on receipts and be accurate in payments to ensure nil shortages and excesses.
• Ensure timely and accurate processing of all Premier customer transactions.
• Ensure clearing cheques are processed before the cut off time
• Ensure no more than 1% error rate on transaction processing
• Perform any other duties that may be assigned by the Head of Business Banking. Learning
• Ensure all vouchers/cheques received are correctly filled out, signed and stamped as per the bank’s laid down procedures
• Ensure nil cash differences
• Ensure cash is balanced and till forwarded to strong room daily
• Uphold teller discretionary limits and obtain relevant approvals for amounts above the set limits before processing transactions
Learning and growth 10%
• Ensure personal growth by continuous learning/training for self through E-learning, internal & external training activities.
• Ensure compliance with the leave policy on block leave and minimum carry-over of leave days.
• Ensure to abide by the NCBA Bank Values at all times.
Job Specifications
Academic qualifications:
▪ Bachelor’s degree in a business related field
▪ Proficiency in computer use including MS Office tools and banking systems
Desired work experience:
At least 1 year work experience in Banking especially in Cash/Service Operations.
Role-holder must have exposure in:
▪ Exposure to bank operations, service or sales
▪ 3 months’ working experience in a Banking environment, with sound exposure to
Branch Operations and customer service.
▪ Good understanding of the bank’s systems(T24,Docuware & Cheque Point)
▪ Good understanding of the bank’s processes and procedures.
▪ Good Bank product knowledge
▪ Computer literacy
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