Commercial Relationship Management Officer

Job Summary

1) To contribute to business development and execution of branch sales plans to achieve desirable profitability. 2) To foster a productive, value- producing relationship between the bank and customers. 3) To Support the Business Development Managers to grow a portfolio of profitable customers in pursuit of specific sales, service, growth and opportunity targets 4) To contribute to having a strong customer-focused service culture becomes entrenched in the Branch.

Job Details

Key Responsibilities/Accountabilities
Customer service:

1)     Delivers and maintains customer service standards at all times, for improved service delivery.

2)     Logs customers’ complaints through the customer query register identifying the root causes and addressing them at source to prevent recurrence.

3)     Provides appropriate products and services via the most suitable channel to ensure that customer needs are met.

4)     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.

5)     Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.

6)     Serves as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision. 

7)     Complies with the use of appropriate processes and procedures expected of all members of staff who are constantly in contact with the customers.

Sales management:

1)      Execute branch sales strategy reflective of the local market conditions to ensure that sales targets are met. This includes having product knowledge, cross selling and keeping up to date with changes and developments in the local market/area to drive optimal achievement sales opportunities.

2)      Conducts daily meetings with the sales team (RMO and MA) and carry out reviews on the previous day and jointly plan for the week ahead.

3)      Manages and maintains current business relationships and seek new accounts through sales

4)      Engage in business development activities and solicitation of new business; be actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services.

5)      Pro-act to changes in market place

6)      Effectively convert service recovery to sales opportunities and sustained client loyalty. 

Risk management:

1)      Ability to identify an acceptable level of lending risk, in line with the bank’s risk appetite statement, and to maximise profit from that transaction.

2)      Comply with the Bank’s complaint resolution process to resolve the matter, maintain our high service standards and mitigate further risks / losses.

3)      Minimize risks through adherence to KYC compliance as per the bank policies and procedures in all your operations to minimize losses due to frauds.

4)      Discuss loan terms and conditions, and conduct collateral risk analysis to ensure compliance with the banks policies and procedures

5)      Ensure all documentation is valid and complete in assigned portfolio.

Financial management:

1)      Extract and analyse financial statements, cash flow forecasts and other complex financial reports, providing accurate assessment

2)      Perform prequalification assessment and analysis of financial condition and risk of financing requests within framework of Bank credit culture and current economic and industry trends.

3)      Analyze financial statements of new customer and evaluate all loan documents.

4)      Contributes to the growth of deposits, loans and overdrafts to increase profitability of the branch.

5)      Draft and assist the Business Development Manager to complete deposit funding and credit proposal papers.

People management:

1)      Collaborate with peers in the branch to ensure effective support and service delivery.

2)      Contribute to developing a positive and proactive Safety and Wellbeing culture including meeting all safety and wellbeing compliance requirements.

3)      Role model and live the Bank’s Values while adhering to all corporate HR policies

Requirements

• Education: Minimum of First Degree in Any Discipline. Additional Qualification will be an Added Advantage
• Specialized knowledge: Minimum of 3 years cognate experience
• Professional Certification: CIBN
• Experience: Sales and Marketing
• Digitally Savvy
• Superb interpersonal skills.
• Good communication skills
• A commitment to excellent customer service
• Strategic thinking and ability to analyze and solve problems quickly
• Ability to work well with others and lead a team

About Company

Wema Bank

https://www.wemabank.com

Wema Bank is the pioneer of Africa’s first fully digital bank, ALAT, and one of Nigeria’s most resilient banks. With decades of experience in the business of banking, the Bank has remained innovative in delivering value to its stakeholders. The publicly quoted Nigerian company has successfully built a legacy of trust and resilience that has won it the loyalty of its customers. The Bank is constantly introducing products and services tailored to the needs of its customers at every stage of their lives. It is a proud partner to more than one million individuals, families and businesses across Nigeria, helping them to achieve their personal and financial goals.