Job Purpose
To support the Relationship Managers through proactively promoting a superior and personalized transactional banking offering to the Wealth and Investment client base in line with the Wealth and Investment value proposition. Processing of client instructions covering account opening, payments, investments, transactional and lending products.
To resolve client queries and complaints in line with the Wealth and Investment service standards
To maximize cross selling opportunities in order to enhance revenue streams whilst minimizing operational losses. Ensure strict compliance with laid-down risk management controls and processes.
Key Responsibilities/Accountabilities
Sales and Service
First point of contact for all clients (including family members) transactional banking requirements including cross selling which will include the complete spectrum of Transactional Banking accounts, Investment accounts, Foreign exchange requirements, and Offshore banking requirements
Provide input into the Customer Marketing plan from a transactional banking perspective
Attend to pricing concession requests around transactional banking products
Keep abreast of the transactional banking product offering and all enhancements.
Keeping abreast of economic trends and indicators to add value to client interactions
Displays an in-depth understanding of the client, competitors, industry and therefore a complete understanding of the client’s transactional banking requirements
Ensure that we execute/escalate all queries and complaints
Ensure proper procedures are followed when closing accounts, including the recovery of outstanding funds/fees and retaining cheque books/cards. Refer all requests for account closure to the Relationship Manager before closing accounts.
Handle such requests with sensitivity and establish the reason for closure request.
Where possible, endeavour to rescue the account.
Load debit and/or stop orders.
Order and follow up on all new & replacement Credit, Debit and ATM cards.
Give notice on investment / deposit accounts, as per customers’ requests.
Capture appropriate updates and amendments to customer records.
Link all appropriate accounts to customer profile to ensure a true and full view of customer’s relationship with Stanbic / Standard Bank.
Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity.
Scrutinize reports and action any necessary corrections daily, weekly or monthly as appropriate.
Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
Deliver a superior level of service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers. Effectively resolve all customer enquiries, complaints and issues referred by the Relationship Manager or raised directly by the customer.
Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc.
Credit
Initiation and capturing of all Vanilla Lending (Home Loans and Vehicle and Asset Finance) credit applications
Facilitate VAF and Home Loan approvals from start to finish in line with Credit policies and practices
Take timely and appropriate action on referral and excess reports to ensure funding of accounts and receipt of loan repayments to avoid losses.
Undertake annual credit facilities reviews in a timely manner, and ensure no facility falls overdue for review.
Ensure that the correct interest rates are loaded for all approved credit deals to prevent revenue leakage and client complaints
Establish and build knowledge and understanding of Product and Credit application processes to eliminate rework and ensure acceptable turnaround times for clients
Business Development and Revenue generation
Pro-actively identify cross-sell opportunities (including product and channel opportunities) within assigned portfolio for your Relationship Manager by analyzing customer information on the bank’s system, financial information submitted by the customer and bank reports.
Networking and building relationships across the bank; Credit, Operations, Global Markets, SIAL, Customer Care Centre, Card Team, amongst other stakeholders within Personal & Business Banking (PBB) and Corporate & Investment Banking (CIB).
Work closely with the SBG Securities WI desk to ensure cross sell across both portfolios
Risk Management
Manage credit and operational risk effectively around complex and customized transactional banking solutions
Ensure that laid down Forex procedures are adhered to when booking Foreign Exchange rates for clients to prevent potential losses. Also ensure that the correct documentation is available prior to booking rates
Responsible for the implementation and adoption (within Branch, Department or Section) of all Compliance, Anti-Money Laundering and Sanctions related requirements contained in policies, procedures and processes. This includes the consideration and approval of PEP on-boarding and continued business engagement in instances where no adverse information is available.
Preferred Qualification and Experience
Appropriate Financial or Investment University degree
Proven track record in the financial services industry, preferably with relationship management experience in Wealth and Investment, Business Banking or Investment Banking.
3 to 5 years’ banking experience, preferably dealing with high net-worth individuals in a portfolio context.
Experienced in upholding the highest levels of service.
Exposure to branch back-office and sales support functions.
Experience in completing loan applications successfully.
Knowledge/Technical Skills/Expertise
Ability to interpret financial statements.
Ability to process Credit applications and action reports as per the laid down procedures and policies.
High levels of computer literacy – able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc
Understanding of the high net-worth individual and affluent market – typical profile, lifestyle, financial needs, etc
Knowledge and understanding of segment value proposition – especially the operational activities required to deliver the Wealth and Investment value proposition.
Sound knowledge of all products and channels relevant to this market, including qualifying criteria, documentation requirements, application processes, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self-service channels.
Thorough knowledge of bank systems.
Thorough understanding of credit principles as well as application and maintenance processes.
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