JOB TITLE: RELATIONSHIP OFFICER
REPORTS TO: BRANCH MANAGER

Overall Purpose of the Job:-
To develop and sustain customer and business relationships with a view to maximizing value and maintaining a good reputation for the Bank.

Key Responsibilities:-
• Responsible for the interface and support between the bank and the client or prospective clients.
• Maintaining good customer relationship in order to ensure that customer needs are met and are in line with the strategic objectives of the bank.
• Marketing of Banks products and services.
• Identifies and develops corporate business with emphasis on fee income generation, lending and trade finance.
• Promote the bank’s range of services continuously by:
o Updating knowledge of banks products and services with a view to cross selling them.
o Sensitizing customers to our branches/regional network.
o Updating knowledge of competitor’s products/pricing.
• Makes customer call on existing and potential customers for development of business.
• Assists Supervisor in identifying and developing of corporate business.
• Assists Supervisor on following up with Customer Calls.
• Managing, monitoring, controlling, and being responsible for the assigned/developed corporate lending portfolio.
• Assistance to Supervisor in Managing, monitoring, and controlling corporate lending portfolio.
• Prepares Credit Applications and recommending credit facilities to the appropriate final approval authority.
• Arranges for or undertake when required analysis and interpretation of financial statements submitted by customers. Such analysis to be incorporated in the Credit Application being submitted for approval.
• Assists Supervisor in Credit appraisal process, recommending credit facilities and submitting customer proposals to the appropriate final approval authority.
• Provides personal service to customers by visiting them (making calls) on the site and reporting work progress to the Supervisor.
• Reviews/prepares Letters of Offer, Call Reports, and other official documentation.
• Assists the Supervisor for preparation of Letters of Offer, Call Reports, and other official documentation.
• Guides Junior staff prepare and maintain different corporate banking reports and databases.
• Scrutinizes security documentation from customers.
• Liaises with professionals, i.e. Advocates, valuers, insurers, etc. (seeking legal opinion on different work related issues, security documentation, technicalities, valuation reports, insurance policies, etc.).
• Monitors existing facilities to ensure any security documentation e.g. Insurances, land rent and rates, audited accounts revaluations that needs to be renewed is done on time.
• Monitors all aspects of the bank’s policy and procedures on credit.
• Monitors existing facilities to make sure they are up-to-date with repayments and if not, follow-up for payments.
• Assists Supervisor with drafting correspondence and communications to customers.
• Initiate corporate customers’ correspondence and communications.
• Monitors and direct/assist junior staff proper filling of correspondence and communications to corporate customers.
• Deals with customer queries over a range of credit matters.
• Monitors and provides leadership to Direct Sales Representatives.
• Direct/assist junior staff on opening current accounts for corporate customers.
• Monitors the TOD for Corporate accounts and liaising with the Branch if other than Nairobi on reasons for excess, etc.
• Directs/assists/prepares, submit the Weekly Statistics to the Finance Department after clearance by the Supervisor.
• Directs/assists junior staff on banking of customer installment cheques, for payments to accounts.
• Monitors repayment schedule to ensure clearance on a monthly basis to ensure no arrears.
• Ensures corporate customer file is properly maintained and papers filed correctly.
• Assists the Accounts Manager in finalizing Central Bank Returns related to Corporate.
• Assists Supervisor in preparation of budget, taking into account disbursements/repayments, utilization projections for credit and other business parameters, including trade finance and profitability.
• Builds up professional knowledge on business environment with a view to understand factors affecting customer’s activities.
• Any other matters that may be assigned by the Supervisor from time to time.
• Any other job role as may be delegated or assigned by management from time to time.

Performance Measures:
• Customer growth
• Regular market analysis and evaluation
• Market share
• Market share growth
• Provide regular customer feedback
• Customer satisfaction score
• Customer product awareness score
• Marketing campaigns
• Marketing spend
• Promotional spend
• Customer brand awareness score
• New customers
• Qualified leads
• New accounts
• Internal communications/publications

Key working relationships:-
• Job is both internally and externally focused, requiring that the individual be highly adaptable in terms of personal style and the development of business knowledge related to banking
• The job requires relationships be built across the organizations
• The jobholder will develop and nurture an external network of relationships.
• The jobholder will participate in the following forums: Product/Segment committee; New product development committee; EXCO; Sales channel meetings.
• The job requires external relationships be maintained with market research companies, marketing companies, press and associated PR communication channels.

Knowledge, experience and personal competencies:-
Knowledge:-
• A Good university degree.
• Financial Management and analytic skills.
• Good word processing skills, strong verbal and written communication skills,
• Computer literate.

Experience:-
• 2 years’ experience in banking in the credit / Marketing field based in the Corporate Unit.
• Proven Relationship Management skills with customers.
• Ability to handle a diverse loan portfolio and customer base.

Personal competencies:-
• A structured approach to dealing with complex and variable work environments in an independent manner.
• Ability to balance opposing business requirements.
• Ability to balance long term and short term requirements independently
• Strong evaluation, communication and reporting skills
• Able to provide advice and cause/effect evaluation to support business decision making
• Independent and logical thinker, yet an achiever and implementer
• Leads by example
• Good at managing large volumes of information and can add value through management reporting
• Builds relationships and networks easily
• Has a strong service ethic