JOB PURPOSE
The Customer Relationship Officer is responsible for marketing and selling the banks products and services through direct and cross selling techniques while maintaining a high quality service In addition to developing relationships with customers and ensuring that their profiles are up to date
MAJOR RESPONSIBILITIES AND ACOUNTABILITIES
Identifies customer needs and fulfils it with proper banks products or services
Handles customers requests/inquiries related to their accounts products and services in a professional manner and serves all customers regardless of segment up to the level of their full satisfaction
Promotes and sells the banks products and services to achieve the yearly set targets
Ensures that brochures are up to date and in place
Carries and handles efficiently custody items keys as per custodian matrix and relevant policies and procedures
Uses cross selling techniques with EGBANK existing customers
Adheres to Branch Operating Model
Ensures that customers profiles are updated through implementing the KYC principle Know Your Customers
Migrates customers to various channels ATM cheque deposit box
Carries out any task requested by the Senior Relationship Officer and the Branch Manager
Makes calls upon request to EGBANK existing clients
KEY PERFORMANCE INDICATORS KPIs
Number of customers complaints and the recurrence of the same complaint
Customer feedback surveys and pulse checks
Customer satisfaction rate measured through customer satisfaction surveys
Achievement of individual sales targets and quality targets
Number of cross selling successfully conducted by the job holder
Constant availability of brochures
Number of times the job holder did not adhere to the Branch Operating Model
Number of out dated customers profile
Number of remarks and recurrence of remarks in quality assurance individual reports
Number of remarks and recurrence of remarks in audit reports
Number of remarks and recurrence of remarks in compliance reports