Description
Job Purpose
Provide a relationship-based offering to high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals.
Proactively promote a relationship-based offering through operating as a dedicated and primary point of contact for the customer and providing financial solutions which meet the customer’s expectations in accordance with the segment value proposition.
Key Responsibilities/Accountabilities
Acquire new customers (high net-worth affluent individuals) as per the criteria outlined in the segment value proposition and reflected by the Country segment strategy and sales targets.
Pro-actively identify cross-sell opportunities within own portfolio of customers to maximise life cycle opportunities. Be guided by the segment value proposition and sales targets as to what the priority products are both from a bank and customer perspective.
Conduct a needs analysis with all new and existing customers to ensure that product opportunities identified are appropriate to meet the customer’s needs and priorities.
Comprehensively explore customers’ short and long term financial goals/aspirations and keep up to date with changes in the financial needs and financial position of customers. Appreciate the implications of the customers’ lifecycle position and priorities.
Conduct a comprehensive calling/contact management programme for all customers within own portfolio supported by call reports that document the salient issues and future opportunities identified.
Pro-actively manage the portfolio to maximise revenue for the Bank (referring to fees, margins and sales), minimise costs and risks, whilst maintaining and entrenching the customer’s relationship with the Bank appropriately.
Ensure that the Customer is central to the entire life cycle approach of maximising sustainable value add to both the Customer and the Bank.
Establish, build and strengthen one-on-one relationships with customers, based on mutual respect, to retain customers and gain word-of-mouth referrals.
Place equal emphasis on investment (non-borrowing) and borrowing customers.
Commitment to Service excellence and superior service delivery aligned to SLA’s and turnaround time commitments.
Ensure that customers are appropriately educated regarding the value of using self-service channels (Internet Banking, ATMs & Mobile Banking) to empower customers and minimise adhoc service requests. Assist with migration
Interact frequently and build strong working relationships with enabler and fulfilment functions (including credit specialists, product specialists and wealth specialists) to shorten turnaround times and SLA’s are adhered to.
Manage credit and operational risks in accordance with laid down policies and procedures.
Take accountability for credit management of portfolio, including the completion of referral reports, taking action regarding exception reports to eliminate accounts in excess, ensure that all accounts are limitized and that reviews occur timely
Establish and build knowledge and understanding of product and credit application processes to eliminate reworking and ensure acceptable turnaround times for customers.
Maintain proper records (filing, update customer records on bank system, etc).
Ensure limits are loaded, market segment codes are correct and all fields are captured accurately on the system. Take responsibility for the integrity of all data pertaining to the portfolio.
Attend to all correspondence relating to the portfolio, including e-mails, phone calls, messages, documentation, faxes, queries and complaints, etc.
Monitor initial activation and usage of transaction accounts and proactively take steps to mitigate dormancy.
Follow proper procedures when closing accounts, including the recovery of outstanding funds/fees and retention of chequebooks/cards
Preferred Qualification and Experience
5 years banking/ service experience, preferably dealing with high net-worth individuals in a portfolio context.
Strong sales background.
Experienced in upholding the highest levels of service.
Experience in completing credit applications successfully.
Knowledge/Technical Skills/Expertise
Relevant business/financial qualification
Interpret financial statements; assess sources of income and basic customer affordability calculations (debt to income ratio, loan to value ratio, instalment to income ratio, etc).
Sell financial products on unique benefit to customer and not merely price. Use knowledge of products, local competitive differentiators and value proposition to persuade customers to bank with Stanbic/Standard Bank.
Demonstrate high levels of computer literacy - able to capture/update customer database, successfully complete product/lending applications, ensure credit maintenance, etc.
Application Instructions
Online application, CLICK HERE TO APPLY