Commercial Relationship Management Officer at Wema Bank Plc

Job Summary

• To contribute to business development and execution of branch sales plans to achieve desirable profitability.
• To foster a productive, value- producing relationship between the bank and customers.
• To Support the Business Development Managers to grow a portfolio of profitable customers in pursuit of specific sales, service, growth and opportunity targets 4
• To contribute to having a strong customer-focused service culture becomes entrenched in the Branch.

Key Responsibilities / Accountabilities
Customer service:

• Delivers and maintains customer service standards at all times, for improved service delivery.
• Logs customers’ complaints through the customer query register identifying the root causes and addressing them at source to prevent recurrence.
• Provides appropriate products and services via the most suitable channel to ensure that customer needs are met.
• Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.
• Consistent and frequent communication with client providing complete, concise portfolio valuations and guidance.
• Serves as a problem-solver for the client, helping them identify investment criteria, recognise and handle concerns that arise as consultation moves closer to decision.
• Complies with the use of appropriate processes and procedures expected of all members of staff who are constantly in contact with the customers.

Sales Management:

• Execute branch sales strategy reflective of the local market conditions to ensure that sales targets are met. This includes having product knowledge, cross-selling and keeping up to date with changes and developments in the local market/area to drive optimal achievement sales opportunities.
• Conducts daily meetings with the sales team (RMO and MA) and carry out reviews on the previous day and jointly plan for the week ahead.
• Manages and maintains current business relationships and seek new accounts through sales
• Engage in business development activities and solicitation of new business; be actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services.
• Pro-act to changes in market place
• Effectively convert service recovery to sales opportunities and sustained client loyalty.

Risk Management:

• Ability to identify an acceptable level of lending risk, in line with the bank’s risk appetite statement, and to maximise profit from that transaction.
• Comply with the Bank’s complaint resolution process to resolve the matter, maintain our high service standards and mitigate further risks / losses.
• Minimize risks through adherence to KYC compliance as per the bank policies and procedures in all your operations to minimize losses due to frauds.
• Discuss loan terms and conditions, and conduct collateral risk analysis to ensure compliance with the banks policies and procedures
• Ensure all documentation is valid and complete in assigned portfolio.

Financial Management:

• Extract and analyse financial statements, cash flow forecasts and other complex financial reports, providing accurate assessment
• Perform prequalification assessment and analysis of financial condition and risk of financing requests within framework of Bank credit culture and current economic and industry trends.
• Analyze financial statements of new customer and evaluate all loan documents.
• Contributes to the growth of deposits, loans and overdrafts to increase profitability of the branch.
• Draft and assist the Business Development Manager to complete deposit funding and credit proposal papers.

People Management:

• Collaborate with peers in the branch to ensure effective support and service delivery.
• Contribute to developing a positive and proactive Safety and Wellbeing culture including meeting all safety and wellbeing compliance requirements.
• Role model and live the Bank’s Values while adhering to all corporate HR policies

Job Experience

• Education: Minimum of First Degree in any discipline. Additional Qualification will be an Added Advantage
• Specialized knowledge: Minimum of 3 years cognate experience
• Professional Certification: CIBN
• Experience: Sales and Marketing
• Digitally Savvy
• Superb interpersonal skills.
• Good communication skills
• A commitment to excellent customer service
• Strategic thinking and ability to analyze and solve problems quickly
• Ability to work well with others and lead a team