Retail Relationship Management Officer (RRMO) at Wema Bank Plc

The Retail Relationship Management Officer is responsible for driving business growth within the retail segment by acquiring new customers, deepening relationships with existing clients, and delivering exceptional customer service. The role focuses on mobilizing deposits, driving product sales, and ensuring effective relationship management in line with the Bank’s strategic objectives.

Key Responsibilities

Business Development & Revenue Generation

• Drive the acquisition of new retail customers and grow the branch’s customer base.
• Mobilize low-cost deposits and achieve assigned deposit targets.
• Promote and cross-sell the Bank’s products and services (e.g., savings, loans, digital banking, cards, etc.).
• Identify sales opportunities within assigned catchment areas and execute targeted marketing strategies.

Relationship Management

• Build and maintain strong relationships with customers to enhance loyalty and retention.
• Understand customer needs and provide tailored financial solutions.
• Proactively engage customers to deepen wallet share and increase product penetration.

Customer Service Excellence

• Deliver high-quality service to ensure a seamless and positive customer experience.
• Promptly resolve customer complaints and escalate issues where necessary.
• Ensure adherence to service standards and turnaround times.

Credit & Risk Management

• Support the processing of retail loan applications in line with credit policies.
• Conduct preliminary assessments and ensure proper documentation for credit facilities.
• Monitor customer accounts to ensure compliance with agreed terms and minimize risk exposure.

Compliance & Reporting

• Ensure full compliance with the Bank’s policies, regulatory requirements, and KYC standards.
• Maintain accurate records of sales activities, customer interactions, and pipeline management.
• Provide periodic reports on performance, pipeline, and market insights.

Key Performance Indicators (KPIs)

• Deposit mobilization (CASA growth)
• Customer acquisition numbers
• Product sales volumes (loans, cards, digital adoption, etc.)
• Revenue generation
• Customer retention and satisfaction levels
• Turnaround time on service delivery

Requirements

Education & Experience

• Bachelor’s degree in any relevant discipline
• Minimum of 4–10 years’ experience in retail banking, sales, or relationship management

Skills & Competencies

• Strong sales and negotiation skills
• Excellent interpersonal and communication skills
• Customer-centric mindset
• High level of integrity and professionalism
• Good understanding of retail banking products and market dynamics
• Ability to work with targets and deliver under pressure
• Proficiency in Microsoft Office and digital banking tools

Key Relationships

• Branch Manager and Internal Teams (Operations, Credit, Digital Banking)
• Existing and Prospective Customers
• External Stakeholders within assigned market

Additional Requirements

• Knowledge of the local market/territory is an added advantage
• Strong networking and prospecting ability
• Willingness to engage in field marketing activities