Position: Customer Consultant - BENIN
Job ID: 7219
Location: Nigeria
Division: Personal and Business Banking
Position Category: Sales & Marketing
Employment Type: Full Time - Permanent
Regulatory Approval: Yes
KEY RESPONSIBILITIES
New current, savings, loan and investment accounts
- Develop sales plan aimed at achieving set targets
- Interview all new customers and provide advice on appropriate products to meet individual needs.
- Update interview register at the sales receptionist’s desk on completion of all interviews. (Record time interview completed and sign).
- Open accounts on the system according to laid-down instructions.
- Load limits and indicators according to laid-down instructions when opening accounts.
- Prepare new mandates signature.
- Order new ATM cards.
- Order new cheque books.
- Identify the need for specialist services.
- Control call memo records according to laid-down procedures.
Transferring, amending and closing of accounts
- Interview customers and obtain the necessary instructions/authority.
- Process instructions according to laid-down procedures.
- Prepare account holder records and new mandates, where applicable.
- Ensure that funds in closed accounts are disposed of or overdraft recovered.
- Complete Account Closed Notification Form 00010168 when closing accounts.
- Retain chequebooks and ATM cards for closed accounts, if necessary.
Investment accounts
- Take in renewal of fixed deposits.
- Attend to early repayments.
- Attend to all routine aspects of investment accounts according to laid-down policies and procedures.
Credit management
- Interview customers applying for lending business.
- Capture new/increased loan account limits.
- Obtain balance sheets from customers, where required.
- Motivate applications for facilities over laid-down limits to Head Office Credit Department.
Reactive selling
- Identify cross-selling and migration opportunities and sell products/services reactively.
- Ensure that sales targets are met.
- Participate in tactical sales/marketing activities as required.
Routine
- Attend to all other interviews pertaining to customer portfolios and/or requests for additional services or advice.
- Attend to walk in customers queries.
- Obtain signatures to security documents, where necessary.
- Obtain acknowledgements of debt, when necessary.
- Attend to written inter-account transfer instructions.
- Attend to the posting of all value transactions within own level of authority.
- Update the NFIU Report with all value transactions posted over (1,000,000 One Million Naira for Personal Accounts and 5,000,000 Five Million for Business Accounts).
- Advise Team Leader Customer Consultant / Branch Manager to authorize all value transactions posted.
- Check integrity of data with each customer interaction, e.g. customer telephone numbers.
- Attend to customer queries/complaints.
- Complete Customer Query Form 00140821 and obtain source documents where applicable and customers signature.
- Forward completed Customer Query Form 00140821 to the Consultant Customer Care / Head Service Support / OPC for resolution.
- Confirm personal clearing cheques
Reports
The following reports should be actioned:
- NFIU
- Weekly activity reports
Stationery
- Customer Query Record Form 00140821 replaced with the customer complaint register
- Accounts Closed Customer Notification Form 010168 –
PLEASE NOTE THAT THIS A PURELY SALES ROLE
EXPERIENCE AND QUALIFICATION
- Minimum of a 2.2 B.Sc degree in any relevant field
- A seasoned Banker with a minimum of 3 years banking / sales experience.
PERSONAL COMPETENCIES
- Ability to communicate clearly verbally and in writing to branch staff and customers.
- Good presentation and negotiation skills.
- Ability to convey factual information clearly.
- Socially confident, quick to establish rapport, able to maintain good relations even when communicating disagreeable information to customers.
- Results-orientated, strongly motivated to achieve, adheres to deadlines.
- Customer service-orientated.
- Team player – approachable, receptive to ideas/feedback from superiors and customers
- Assertive – able to handle conflict, stand by principles and put forward ideas despite opposition.
- Tough-minded, rarely upset by criticism, able to retain optimism despite setbacks.
- Self-motivated and energetic.
We are an equal opportunities employer and are totally opposed to discrimination in any form. It is our policy to provide equal employment opportunities for all employees regardless of race, sex, colour, nationality, national or ethnic origin, sexual orientation, marital / partnership status, religion, age or disability.
How to Apply:
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