About the Role
Delivering tailored financial solutions to priority banking clients, this position ensures a high standard of service and supports the company's growth objectives within the affluent customer segment. By applying established procedures and leveraging product knowledge, the role addresses day-to-day client needs and resolves issues within defined guidelines, escalating exceptions as needed. Outputs directly enhance client satisfaction and retention, supporting the Area Manager's mandate to achieve business targets and uphold service excellence. Communication is focused on direct client interactions and internal coordination, ensuring seamless delivery while maintaining compliance and risk standards.
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Responsibilities
- Acquire new to company HNI individual customer relationships satisfying the priority banking criteria through sales of liability, asset, and investment products.
- Ensure cross-sell and refer business to other areas of the company (e.g., Business Banking, Corporate Banking, etc.).
- Be conversant with the full range of Priority Banking products and services.
- Meet all the assigned targets on Wealth Management revenue, FX revenue, deposits, and assets consistently month on month.
- Ensure that the Net Promoter Score (NPS) is higher than 50 at all times.
- Ensure Customer Satisfaction score of 95%.
- Ensure 95% of complaints and service requests are resolved within the agreed turnaround times (TATs).
- Be fully aware of all policies relating to operational risk, sales processes, credit policy, anti-mis-selling, etc.
- Be responsible for ensuring up-to-date compliance, KYC, and profiling for each client while maintaining a high level of confidentiality at all times.
- Assess customer risk, suitability of products, and explain appropriate products and services to meet client requirements.
- Safeguard the company's reputation by employing best practices and acting in a professional manner at all times, documenting all meetings, and contributing to the reporting processes established in the unit.
Qualifications
- Bachelor’s Degree graduate.
- CISI Professional Qualification.
- Experience in Priority Banking or Private Banking relationship management.
