Wema Bank Plc – Widely reputed as the longest surviving and most resilient indigenous bank in Nigeria, Wema Bank Plc has over the years, diligently offered a fully-fledged range of value-adding banking and financial advisory services to the Nigerian public.

  • Job Position: Retail Relationship Management Officer
  • Job Location: Nigeria
  • Specialization(s): Banking / Finance / Insurance

Job Summary

  • The Retail Relationship Management Officer is a part of the sales team who builds and maintains relationships with customers, develops, exploits, and consummates sales opportunities, drawing in prospective retail customers.
  • To observe the competition to see what strategies are being used in order to stay ahead of the competition.

Job Purpose

  • To contribute to retail business development and execution of branch retail sales plans, in order to achieve desirable profitability.
  • To book quality retail loans and monitor for the effective and efficient performance of such loans – This was not included before.
  • To foster a productive, value-adding relationship between the bank and customers.
  • To support the Retail Cluster Head to grow a portfolio of profitable customers in pursuit of specific sales, service, growth, and opportunity targets
  • To contribute to a strong customer-focused service culture in the Branch.
  • Coordinating sales efforts with marketing programs

Job Responsibilities
Sales management:

  • Execute branch retail sales strategy reflective of the local market conditions to ensure that sales targets are met. This includes having product knowledge, cross-selling, and keeping up to date with changes and developments in the local market/area to drive optimal achievement sales opportunities.
  • Strong communication and interpersonal skills and the ability to build and maintain relationships
  • To focus on driving customer acquisition and growing volumes, especially in the area of Retail business in the Bank through the opening of different types of accounts.
  • To give feedback to the sales team and product management in market situations on new product/existing product development/upgrade for growing small and medium scale businesses and individuals in our marketing environment.
  • Conduct daily meetings with other retail sales teams (Marketing Associates), carrying out reviews on the previous day’s activities, and jointly plan for the week ahead.
  • Manages and maintains current retail business relationships and seek new accounts through sales
  • Engage in retail business development activities and solicitation of new retail business; be actively involved in instilling and maintaining a positive sales environment through education of the Bank’s products and services.
  • Effectively convert service recovery to sales opportunities and sustain client loyalty.
  • The collective targets for the MAs are the sole responsibilities of the Retail, RMO who supervises all the activities of MAs under his/her purview.
  • Giving sales presentations to a range of prospective customers
  • Creatively engage customers as contactless as possible
  • Visiting clients and potential customers to evaluate needs or promote products and services
  • Coordinating sales efforts with marketing programs

Risk Management:

  • Ability to identify an acceptable level of lending risk, in line with the bank’s risk appetite statement and to maximize profit from that transaction.
  • Comply with the Bank’s complaint resolution process to resolve the matter, maintain our high service standards and mitigate further risks/losses.
  • Minimize risks through adherence to KYC compliance as per the bank policies and procedures in all your operations to minimize losses due to frauds.
  • Discuss loan terms and conditions, and conduct collateral risk analysis to ensure compliance with the bank’s policies and procedures
  • Ensure all documentation is valid and complete in the assigned portfolio.
  • Adhering to the Bank’s policies and procedures

Financial Management:

  • Extract and analyze financial statements, cash flow forecasts, and other complex financial reports, providing an accurate assessment
  • Perform prequalification assessment and analysis of financial condition and risk of financing requests within framework of Bank credit culture and current economic and industry trends.
  • Analyze financial statements of new customers and evaluate all loan documents.
  • Contributes to the growth of deposits, loans, and overdrafts to increase the profitability of the branch.
  • Draft and assist the Retail Cluster Head to complete deposit funding and credit proposal papers.
  • Negotiating all contracts with prospective customers
  • Answering customer questions about credit terms, products, prices, and availability

Customer Service:

  • Deliver and always maintain customer service standards, for improved service delivery.
  • Log customers’ complaints through the customer query register identifying the root causes and addressing them at the source to prevent a recurrence.
  • Provide appropriate products and services via the most suitable channel to ensure that customers’ needs are met.
  • Offer a consistent yet differentiated customer experience by offering holistic needs analysis and consultation to key clients in portfolio management taking ownership of all categories of customer service matters.
  • Consistent and frequent communication with the client providing complete, concise portfolio valuations and guidance.
  • Serves as a problem-solver for the client, helping them identify investment criteria, recognize and handle concerns that arise as consultation moves closer to a decision.
  • Complies with the use of appropriate processes and procedures expected of all members of staff who are constantly in contact with the customers.
  • Advice customers on financial services
  • Handles customer complaints and solve problems
  • Engaging customers on banking products and services
  • Approach and sign on new customers

People Management:

  • Collaborate with peers in the branch to ensure effective support and service delivery.
  • Contribute to developing a positive and proactive Safety and Well-being culture including meeting all safety and wellbeing compliance requirements.
  • Role model and live the Bank’s Values while adhering to all corporate HR policies
  • Exhibit Good leadership skill
  • Has a direct responsibility and accountability for the performance of all MA in the branch

Job Requirements

  • Education: Minimum of First Degree in Any Discipline. Additional Qualification will be an added Advantage
  • Specialized knowledge: Minimum of 3 years cognate experience
  • Professional Certification: CIBN
  • Experience: Sales and Marketing
  • Digitally Savvy
  • Superb interpersonal skills.
  • Good communication skills
  • A commitment to excellent customer service
  • Strategic thinking and the ability to analyze and solve problems quickly
  • Ability to work well with others and lead a team

Closing Date
12th March 2021.

How to Apply

Interested and qualified candidates should:
Click here to apply online

Tagged as: Customer Service