Overview
This role focuses on managing and growing relationships with Preferred Banking clients by delivering a holistic customer value proposition (CVP). The Preferred Banker serves as the primary relationship manager, proactively engaging clients to meet their financial needs while ensuring profitability, compliance, and customer satisfaction. The position combines sales, portfolio management, customer service, and compliance responsibilities, with an emphasis on deepening client relationships and driving sustainable growth for the bank.
Main Responsibilities
Financial Management (60%)
• Take full ownership of the assigned Preferred Banking portfolio, ensuring achievement of financial targets in acquisition, liabilities, assets growth, gold cards, digital banking, and bancassurance.
• Drive revenue generation through portfolio growth, cross-selling, upselling, and deep selling of bank products.
• Conduct in-depth client financial analysis covering assets, business interests, accounts, and investments to recommend suitable financial solutions.
• Ensure seamless onboarding: funding of accounts, activation of mobile banking, and issuance of cards within agreed timelines.
• Monitor client accounts to ensure positive account behavior and timely upgrades/downgrades to keep CVPs aligned with client needs.
• Track sales performance against targets and proactively address variances.
• Keep clients updated with financial news, market trends, and opportunities that align with their revenue goals.
• Ensure compliance with all relevant banking legislation and regulations.
Customer Service (20%)
• Develop and implement customer contact plans and lifecycle programs to deepen client relationships.
• Educate clients on digital and alternative banking channels, supporting the retail strategy.
• Deliver a seamless customer experience at all touchpoints to maximize retention.
• Execute all client requests within SLAs, providing feedback to ensure satisfaction.
• Maintain complete KYC compliance and capture key client personal details (birthdays, anniversaries, interests) to personalize service delivery.
Controls (10%)
• Report all risk events accurately and within stipulated timelines.
• Ensure compliance with account opening, KYC, profiling, and minimum balance requirements.
• Treat customers fairly and ensure full disclosure of product value propositions and associated costs.
People Management (10%)
• Attend mandatory and role-specific training (e.g., bancassurance, wealth management, investment options, and financial interpretation).
• Collaborate with supervisors on KPIs and ensure timely performance reviews.
• Share knowledge and best practices to elevate team performance and service standards.
• Adhere to HR policies, including leave management and performance processes.
Collaboration & Contact Points
• External: Engage with local regulators, stock markets, professional bodies, and event managers on statutory and professional matters.
• Internal: Work closely with Corporate Banking, Retail Banking, Treasury, IT, Corporate Affairs, and Customer Service departments.
Required Qualifications and Skills
Education & Experience
• Grade 12 Certificate with at least 5 credits, including English and Mathematics.
• A degree in a relevant field.
• Minimum of 5 years’ experience in the banking industry.
Core Competencies
• Strong understanding of taxation laws, securitization, and investment options.
• Ability to profile and assess the needs of private banking clients.
• In-depth knowledge of Zanaco Retail products, account opening, and KYC/AML compliance.
• Familiarity with applicable banking legislation, codes, and regulatory frameworks.
• Skilled in analyzing market trends and informing decision-making processes.
• Proficiency in customer service, complaint handling, networking, selling, and persuasion.
• Strong written and verbal communication skills.
• Key competencies: analytical thinking, problem-solving, teamwork, customer service orientation, monitoring, conceptual thinking, and strategic leadership.
• Experienced in presentation, facilitation, and delivering outstanding customer experiences.