CUSTOMER CONSULTANT
Job ID6641
Location Nigeria – Lagos
Division Personal and Business Banking
Position Category Sales & Marketing
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
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
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