Personal Banker

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Job Summary

To drive profitable business growth and deliver exceptional customer experiences by acquiring new customers, deepening relationships with existing customers, and increasing wallet share across the bank's products and services. The role is responsible for achieving sales, service, and relationship management while ensuring compliance with the bank's policies, procedures, and regulatory requirements.

Job Description

Business Growth (40%)

• Achieve agreed financial and non-financial performance targets, including customer acquisition, deposit mobilization, lending growth, product sales, and customer retention metrics

• Acquire new-to-bank customers through proactive prospecting, referrals, community engagement, and business development initiatives to grow the customer base.

• Drive growth in deposits, loans, bancassurance, cards, digital banking, and other retail banking products by identifying and meeting customer needs.

• Increase customer wallet share by deepening relationships with existing customers and promoting the cross-selling and up-selling of relevant banking solutions.

• Develop and maintain a robust pipeline of sales opportunities to consistently achieve and exceed individual sales and revenue targets.

• Build effective relationships with branch staff to ensure that non-sales staff refer customers to the Personal Banker when they identify a particular product or service need.

• Build and maintain strong relationships with customers through regular engagement, financial needs analysis, and proactive service delivery.

• Generate quality referrals to specialist segments, including Wealth, SME, Asset Finance, and Mortgage teams, to maximize revenue opportunities for the bank.

• Execute targeted sales campaigns and customer acquisition initiatives in line with the bank's strategic growth objectives.

• Monitor market trends, competitor activities, and customer needs to identify new business opportunities and recommend appropriate solutions.

• Maintain accurate sales records, customer information, and pipeline reports to support effective business planning and performance management.

• Collaborate with branch colleagues and product partners to deliver integrated financial solutions that enhance customer value and drive business growth.

Customer Excellence (25%)

• Promote a customer-centric culture by anticipating customer needs and taking proactive steps to enhance satisfaction, loyalty, and retention.

• Educate customers on the bank's products, services, and digital banking solutions to improve financial literacy and encourage self-service adoption.

• Own customer queries and complaints around account opening, loans and card applications and resolve in a timely manner. Escalate any unresolved queries, or queries not resolved in a short period of time to the Branch Manager.

• Monitor customer feedback and identify opportunities to improve service delivery, processes, and overall customer experience

• Ensure all customer interactions comply with the bank's service standards, policies, regulatory requirements, and Treating Customers Fairly principles.

• Champion digital transformation by encouraging customers to utilize digital and self-service banking channels, enhancing convenience and service accessibility.

• Contribute to the achievement of branch customer experience targets, including customer satisfaction, retention, complaint resolution, and service quality metrics.

Operational Efficiency (20%)

• Ensure accuracy of each new account application, loan document, Absacard application and bank account mandate change. Personal Bankers are held personally accountable for accuracy and quality of these and supporting documents that they complete and submit.

• Achieve operational rigor excellence in all aspects of procedures and processes personally undertaken to ensure green audit.

• Follow the Personal banking end to end account opening ensuring new accounts are authorized and KYC compliant. Escalate any items that exceed the agreed service level timelines or where there are unresolved KYC requirements, to the Branch Manager.

• Process customer transactions, account maintenance requests, and service applications accurately and within established turnaround times to support operational efficiency and minimize errors

• Adhere to all regulatory requirements, internal policies, KYC, AML, and operational risk controls to ensure compliance and reduce operational losses.

• Ensure customer information, documentation, and account records are complete, accurate, and up to date to facilitate efficient service delivery and regulatory compliance.

• Identify process inefficiencies, recommend improvements, and actively participate in initiatives that enhance productivity, reduce turnaround times, and improve the overall effectiveness of branch operations

Colleague / Teamwork (15%)

• Create and maintain good working relations with the colleagues in the branch.

• Attend all mandatory trainings as required by the training schedule.

• Ensure that all leave days are taken within the branch leave schedule but giving specially consideration to business needs. Ensure proper approvals are obtained.

• Take part in the EOS surveys and action plans for the branch.

• Conduct snap checks as allocated by the Branch Manager.

Any other duties that maybe assigned to you from time to time by the Bank.

Preferred Education

• Bachelor’s Degree in Business Administration, Sales and Trading, or any other related field

• Post graduate education or professional certifications in related field are an added advantage.

Preferred Experience

• 2 years relevant and adequate experience gained in similar role and environment.

Knowledge and Skills

Knowledge

• Understands and can execute delivery of Retail Banking (90%) and Business Banking (10%)

• Knowledge of the Bank's products, services and policies including standard

• A thorough understanding of the sales process

• A working knowledge of the procedure manuals

• A good working knowledge and understanding of relevant legislation e.g. KYC, Anti-Money laundering, banking code, service standards, health & safety standards etc.

• A thorough knowledge of the bank's internal departments, systems & procedures as well as risk & rigour requirements

Skills

• Excellent planning & organization skills

• Very strong communication skills, both verbal and written

• Questioning skills

• Good numeracy & analytical skills

• Networking

• Good selling/influencing skills

• Presentation skills

• Listening skills

Education

Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)