Transactional Banker, Private Banking at Stanbic IBTC

Job ID: 59856
Location: Lagos Mainland, Lagos
Job Sector: Banking
Work Arrangement: Fully Office Based

Job Purpose

• To effectively support and deliver excellent service to Private Banking clients by carrying out all their banking transactions ranging from Foreign and Local transfers, Account Maintenance, issuance of bank collaterals such as platinum debit card, chequebook, priority pass, credit cards etc, process
• Loan facilities, carry our Form A transactions, set up SMS and email notifications, carry out call and fixed deposit, Treasury bills etc Manage Attrition rate to bring it down to the required budget, drive client engagement and channel adoption, proffer wealth and Financial Advisory ,engage clients to drive awareness of our Customer Value Proposition to drive customer retention and loyalty.

Key Responsibilities / Accountabilities
To deliver excellent and consistent service delivery:

• Set clients up on internet and mobile banking with instruction from clients
• Carry out local and foreign transfer instruction within an improved turnaround time
• Set clients upon SMS and email notification
• Issue platinum debit and cheque book to PRV clients
• Carry out invisible transactions such as Medical, credit card, Mortgage, School Fees, PHR transactions for PRV clients
• Internet Password reset
• Hotlist cards
• Freeze and unfreeze accounts and log
• Spool bank statements
• Manage Diaspora clients and carry out all their transactions
• Process credit cards and loan requests etc
• Manage customer complaints and enquiries

To drive clear and consistent communication on our customer value proposition:

• Appropriately streamline clients base into different demographic
• Send clear communication on the Value proposition to PRV clients
• Send communication whenever there is a revised or product launch to derive awareness
• Identify new and fresh prospects, target Market and appropriate send them invitation emails to clients
• Create a clear communication model to drive Value proposition and improved service delivery

To monitor and maintain attrition rate below the set budget of 5%:

• This is aimed at reducing dormancy level to less than or equal to 5%
• Daily engagement of clients with dormant and inactive accounts telephonically
• Email communication to all inactive clients is sent periodically for reactivation of accounts to increase active client base
• Automated email notification to clients with accounts about to go into inactivity
• Regular engagement with RMs for more engagement with platinum clients for activation of accounts.

To drive product usage and channel adoption for PRV clients:

• Regular client engagement via phone to drive digital channel
• Email communication on available products and opportunities
• Develop a portfolio Management model for effective management of the Private Banking clients which allows identification of clients without transactional products , lending products and investments products
• The use of Private banking lounges to drive mobile banking adoption

To correctly profile and manage private banking portfolio:

• Onboarding process to test sales and profile clients appropriately
• Drive platinum debit card usage across the portfolio
• Monitor the usage of the Lounges to drive the awareness of the Private banking brand
• Proffer wealth offshore value proposition to drive client stickiness and retention
• Contact PRV clients on special days such as birthday , Anniversary etc
• Engage clients with maturing Term deposits to ensure that necessary wealth advisory service is rendered and funds retained.

Query and complaint management within the PRV segment:

• Receive enquiries and complaints from private banking clients and document on the complaint register
• Contact the client to further understand issues if query was received via email and also apologize for the inconvenience experienced
• Assure the client of a resolution timeline
• Liaise with the necessary Unit for quick resolution of the complaint and if resolved within the
• advised timeline, revert to client
• Revert to client if issue or query will take longer to resolve than anticipated
• Follow through to complete resolution with periodic feedback provided to client
• Close out request on the complaint register once resolved

Minimum Qualification and Experience

• First Degree
• Field of study: Marketing; Services
• Retail Banking Academy certification, Project Management

Experience:

• Personal and Business Banking
• Job Family: Private Banking
• Years: 3-4 Years
• Experience Description: in-depth knowledge of the Private Banking clients and their Financial needs and expectations. Knowledgeable in the area of Wealth instruments and investments, customer centric and service oriented to deliver excellent and consistent service to clients, well-spoken and a bit of Relationship Management skills, should have good engagement skills and follow through to ensure closure, should have worked in a team with minimal or no supervision required.