Position: Relationship Officers- Consumer (8)
Department: Commercial Banking
Grade/Level: G3
Responsible to
Directly – Branch Manager
Indirectly- Manager Consumer Banking
Responsible for: N/A

Main Purpose of the Job
Grow the assets and liabilities of the Branch through the sale of the Bank’s products and services within the coverage area to achieve business growth in line with TBL goals and Objectives.

Duties and Responsibilities
• Identify and develop the Bank’s Consumer business relationships, generate new business lines and new customers to achieve defined sales targets.

• Mobilize assets and Liabilities in line with individual targets.
• Screen all potential Consumer customers for eligibility by conducting KYC, financial and nonfinancial analysis, and reviewing and analyzing all Consumer credit applications for accuracy, completeness & compliance with the Bank’s policies.
• Appraise prospective customers for Consumer loans and prepare loan write ups for consideration by the Branch and Head Office Credit Committees.

• Discuss loan terms and conditions, conduct collateral risk analysis to ensure compliance with the Bank’s policies and procedures.
• Prepare and forward clients’ requests for uncleared effects, overdrafts, ensuring that all required documents are acquired and filed in line with the Banks policy.
• Participate in the loan approval Committee at the Branch.

• Manage relationships for customers on board to ensure that the Bank mines maximum value from them.
• Manage customer relationships through a proactive and consultative approach so as to create and maintain a clientele base for profitable business especially with Consumer business within your area of operation.

• Proactively manage the customer experience by staying in touch with the customer, resolve customer queries and process requests on time.
• Cross sell Bank products to existing and new customers so as to grow wallet share and revenue for the Bank.
• Manage delinquency through monitoring and recovery of all disbursed facilities under Consumer loans to ensure that loans are performing and NPA is kept within set target.
• Establish and maintain an orderly filing system to ensure that all customer files have the necessary information and are up to date.
• Contribute towards product development and review of operational processes based on feedback from customers to support the Bank in meeting its customers’ needs.

• Prepare on a daily, weekly and monthly basis, reports for loan recoveries, sales and new accounts opened.

Key Performance Indicators
• Percentage achievement of set targets.
• Growth of Assets and Liabilities (numbers & volume).
• Asset quality.
• Number of customer complaints/Compliments.
• Growth of revenue from commissions.

Person Specifications
Qualifications
• Bachelor’s Degree in Commerce or Economics, Social Sciences, Business Administration or its equivalent.
Experience
• Minimum of 3 years’ experience in Banking with a bias in Relationship management, Customer service and Sales.

Behavioral competencies
• Communication skills
• Selling skills
• Integrity
• Professionalism
• Analytical skills
• Creative and innovative thinking