CUSTOMER CONSULTANT – ENUGU
Job ID7286
Location Nigeria
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
Required Skills and Qualifications
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.
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BUSINESS BANKER (ENUGU)
Job ID7285
Location Nigeria
Division Personal and Business Banking
Position Category Sales & Marketing
Employment Type Full Time – Permanent
Shift No
Regulatory Approval Yes
Position Description
PURPOSE OF JOB
To provide a basic, branch-based business banking sales and service facility to a portfolio of small business customers requiring uncomplicated and standardizedfinancial product solutions.
KEY ACCOUNTABILITIES/KRA
• Explain, promote and sell a range of appropriate Stanbic IBTC product offerings and solutions that meet the financial needs of small business customers.
• Selling includes acquiring and opening new business accounts (walk-in customers)
• Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).
• Identifying sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking (Business Online); Card; etc.
• Mining existing customer data to identify expansion and/or additional business opportunities.
• Identifying opportunities to migrate top-end customers.
• Providing a central “no-frills” (information/ query handling) service point for a portfolio of small business customers.
• Performing a liaison role between customers and back – office service fulfillment and credit functions.
• Interacting with clients and conducting needs analyses to assist clients to better understand their financial requirements.
• Accurately and efficiently processing customer mandates/ documentation requirements for banking facilities.
• Educating clients regarding the parameters and routine procedures governing standard SME product and service offerings to ensure the correct customer behavior and product usage.
• Advice given to customers should benefit both the customer and Standard Bank. Wrong and unprofitable customer behavior should not be encouraged.
• Explain credit loan facility options and qualifying criteria to customers.
• Support customers in the completion of credit application information requirements e.g. personal balance sheets, cash flow statements, financial statements and management accounts.
• Process scored credit applications within the confidential limit of authority and BRI scores.
• Notify customers regarding the approval of credit loan facilities.
• Conduct a needs analysis to identify customer needs effectively when opening new accounts or giving product advice, in line with Financial Advisory and Intermediary Service Act license categories.
• Adhering to record keeping requirements as outlined by CBN and the Nigeria Financial Intelligence Unit (NFIU).
Required Skills and Qualifications
EDUCATIONAL QUALIFICATIONS
• Minimum of a degree from a reputable University
PERSONAL SKILLS
• Leadership and assertive skills
• Conceptual, Innovative and Analytical
• Customer-service oriented
• Excellent verbal communication skills
• Good presentation and negotiation skills
• Organized and Result-oriented
• Socially Confident: Enjoys meeting people, puts people at ease, is good with words and knows what to say (even when communicating disagreeable information).
• Persuasive: Enjoys selling and negotiating, changes the opinions of others, is convincing with arguments.
• Critical: Good at probing the facts, challenges assumptions, sees disadvantages.
• Innovative: Generates ideas, shows ingenuity and design solutions within product parameters.
• Systematic: Likes to get every detail right, methodical and organized, precise, accurate, neat and tidy with paperwork.
• Conscientious: Completes jobs, plans and sticks to deadlines and perseveres with routines.
• Resilient: Maintains enthusiasm despite setbacks, is rarely upset by criticism, and is emotionally restrained.
• Displays empathy and helpfulness towards others.
• Integrity and honesty is regarded as crucial and not negotiable.
• Drive
• Results orientated: Strongly motivated to compete and achieve impressive results, strives to improve, has a “can do” attitude and enjoys challenges.
Required Competencies
WORK EXPERIENCE
• Minimum of 3 years relevant experience in Banking preferably in relationship/transactional banking
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