Universal Banker
Lets Write Africa’s Story Together!
Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.
Job Description
JOB PROFILE SUMMARY
Working closely with the Business Growth & Development Manager the job holder will ensure implementation of sales & business growth strategies and at the same time ensure quality of the MSME book. He/she will identify business growth opportunities, acquire clients in area of jurisdiction, provide support first through Faulu Business Account opening, manage daily utilization towards future lending and build a sizeable portfolio in both deposits & MSME ensuring excellent client experience
KEY PERFORMANCE INDICATORS
- Achievement of quality portfolio to meet targets <3 % for above 30 days and nil for below 30 days.
- Timely loan recovery and follow-ups to minimize delinquencies and improve portfolio health.
- Client acquisition, increase rate of MSME loan uptake and relationship management.
- Increase revenues through cross selling of other bank products e.g. sale of cheque books, mobile banking enrolment.
- Active Deposit Mobilization to meet set targets.
KEY RESPONSIBILITIES
- Proactively market and generate business through client recruitment, deposit mobilization and disbursement.
- Conduct regular visits and follow-ups with customers to ensure satisfaction and foster long-term relationships
- Maintain up to date records of all customer visits for all customers.
- Cross sell all Faulu products and services to both existing and potential clients.
- Business growth initiatives including marketing activities, new business sign ups, new partnerships etc.
- Prepare credit appraisals, analysis and present to the Branch Credit Committee meetings further review & recommendations.
- Adhere to current procedures, processes, memos and circulars as may be issued from time to time.
- Address all customer queries within stipulated Service Level Agreements (SLAs).
- Monitor the portfolio quality on a daily basis and proactively institute remedial actions.
- Promote Digital Banking adoption by onboarding and supporting customers on usage of Digital Banking platforms (Digi Cash, Internet Banking USSD Code)
- Liaison with the branch leadership team, local authority i.e. chiefs, opinion leaders to reinforce loan collections
- Monitor, on a continuous basis, all transactions to ensure that unusual and suspicious transactions are reported to the Money Laundering Reporting Officer (MLRO)
- Implementing and enforcing the board approved AML, KYC & CFT policy in as far as is applicable within my area of responsibility
MINIMUM QUALIFICATIONS/EXPERIENCE (REQUIRED FOR THE JOB)
- Business related degree from a recognized university
- Accounts Qualification Section 4 of CPAs
Professional Qualifications
- Accounts Qualification Section 4 of CPAs
Knowledge Skills and Experience
- Business management skills
- Credit management skills Supervisory skills
- At least 4 years as a Universal Banker doing MSME loans
- Lending hands on experience of at least 3 years.
ADDITIONAL QUALIFICATIONS/EXPERIENCE (PREFERRED, NOT A REQUIREMENT)
- Master’s degree
COMPETENCIES REQUIRED
- Good communication
- Interpersonal skills
- Team leader/player
To provide a positive customer experience by being helpful and sensitive to customer needs, managing expectations and providing solutions including directing customers to the correct channel in adherence to procedural, productivity and quality standards. Has a good understanding of products and services.
Responsibilities
Product/Service Information
Provide advanced product/service information.
Customer Order Processing
Record and process customer orders, selecting the most appropriate approach based on predefined options.
Resolving Customer Issues
Respond to basic and advanced customer issues, such as returns, exchanges, and complaints; escalate appropriately.
Customer Relationship Development / Prospecting
Make calls (by telephone or in person) to allocated potential customers to develop relationships. Provide a first point of contact for resolving customer queries and complaints.
Customer Relationship Management (CRM) Data
Enter relevant information into the CRM system after each contact with a customer to ensure that the organization has quality data to enable effective customer retention and business development activities.
Customer Needs Clarification
Interview the customer, following a multilevel sales script, to clarify the customer’s requirements.
Renewals
Provide exceptional service to customers to encourage continued use of the organization’s products/services.
Operational Compliance
Develop working knowledge of the organization’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Skills
Consultative Selling, Customer Complaint Management, Customer Feedback Management, Customer-Focused, Customer Relationship Management (CRM) Software, Customer Service, Customer Service Operations, Customer Understanding, Data Management, Digital Consumer Engagement, Identifying Sales Opportunities, Probing Questions, Sales Data Management, Strengthening Customer Relationships, Upselling
Competencies
Action Oriented
Communicates Effectively
Customer Focus
Decision Quality
Ensures Accountability
Instills Trust
Interpersonal Savvy
Nimble Learning
Education
Bachelor of Commerce (BCom)
Closing Date
11 February 2025 , 23:59
