Relationship Officer at FCMB

Position Summary

The Relationship Officer is responsible for developing and managing customer relationships, driving business growth, and ensuring excellent service delivery. The role involves identifying new business opportunities, cross-selling banking products, managing client portfolios, and ensuring adherence to risk and compliance guidelines in line with the bank’s policies and the regulatory framework of the Central Bank of Nigeria (CBN).

Key Responsibilities

• Source, acquire, and grow new customer relationships (Retail, SME, Commercial, or Corporate depending on role level).
• Drive sales of the bank’s products and services (loans, deposits, cards, digital banking, investment products, etc.).
• Achieve assigned deposit, loan, and revenue targets.
• Develop strategies to penetrate new markets and deepen existing customer relationships.

Relationship Management

• Maintain and strengthen long-term customer relationships through regular engagement.
• Serve as primary contact person for assigned customers, providing financial advice and solutions.
• Monitor client accounts to anticipate needs and resolve issues proactively.
• Ensure prompt handling of customer requests, complaints, and inquiries.

Credit & Risk Management

• Prepare and review credit proposals in line with the bank’s credit policy and regulatory guidelines.
• Monitor loan performance, collections, and portfolio quality.
• Identify and mitigate potential risks in customer relationships.
• Maintain compliance with internal risk policies and CBN regulatory requirements.

Customer Service & Retention

• Provide excellent service delivery to ensure high customer satisfaction and loyalty.
• Implement customer retention strategies to reduce attrition.
• Promote the use of the bank’s digital channels and self-service platforms.

Market Intelligence & Reporting

• Gather market and competitor information to support business strategy.
• Provide periodic reports on sales performance, customer feedback, and portfolio status.
• Track KPIs such as loan book growth, deposit mobilization, and cross-sell ratio.

Qualifications & Skills

• Bachelor’s degree in Business Administration, Economics, Finance, Banking, Marketing, or related field.
• Professional certifications (e.g., ICAN, ACCA, CIBN) are an advantage.
• 2–5 years’ experience in sales, marketing, or relationship management (for Officer level).
• Strong knowledge of banking products, credit analysis, and regulatory requirements.
• Excellent sales, negotiation, and presentation skills.
• Strong analytical and problem-solving ability.
• High customer service orientation with good interpersonal skills.
• Proficiency in MS Office and familiarity with banking applications/CRM tools.

Key Performance Indicators (KPIs)

• Growth in deposit and loan portfolio.
• Achievement of monthly/quarterly sales targets.
• Quality of credit portfolio (non-performing loans ratio).
• Customer retention rate and satisfaction score.
• Cross-sell ratio of banking products.
• Timeliness and accuracy in reporting and compliance adherence.