Job description

Description

Sales & Service

1. Manage & upgrade portfolio of existing Plus Customers & acquire NTB along with cross selling all exclusive products to be able to meet the annual approved plan

2. Track Plus customers’ inflows and outflows on daily basis and contact customers to seek information on reasons for unexpected patterns to maintain better-control & quality

3. Handle all Account opening & it’s related operations process including system input & data entry.

4. Maintain high level of customer service by effectively dealing with CIB Plus Customer’s queries and complaints and ensure effective closure of complaints within the set TAT& SLA to while providing competitive customer service

5. Log on CRM all sales activities & customer interactions.

6. Act on CRM leads generation by contacting and converting opportunities within predefined TAT and conversion/contact rate.

7. Execute sales plan that ensure performance efficiency vs. Target and exceed productivity benchmark.

8. Introduce and promote alternative channels to customers to support achieving digital offloading strategy.

9. Handle customers’ queries and complaints and ensure effective closure of complaints within the set TAT& SLA to reach customer satisfaction and loyalty while logging said complaints on CRM.

Communication

10. Respond positively and diligently to colleagues and coordinate and communicate effectively with branch staff and support units to ensure that customers’ requests are processed timely and efficiently.

Product Support

11. Work Closely with different stakeholders to address Plus customers needed service and products to ensure providing the best in class services and products.

12. Seek and continuously develop knowledge and information about competitor activity, pricing and tactics and communicate this within division to keep ahead in the market.

13. Ensure that the work area is maintained in good condition and that product materials are available and prominently displayed.

Policies, Processes and Procedures

14. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.

Day-to-day management

15. Follow the day-to-day operations related to own jobs in the Branch to ensure continuity of work.

Compliance

16. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB’s sound legal position and mitigate any potential risks.

Qualifications & Experience

▪ Bachelor’s degree of Commerce, Business Administration, Accounting, or its equivalent, MBA and CFA is a plus

▪ Minimum 2 - 3 years of experience preferably with banking background