Job Description

Roles & Responsibilities

Sales & Service

• 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
• 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
• Handle all Account opening & it s related operations process including system input & data entry.
• 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
• Log on CRM all sales activities & customer interactions.
• Act on CRM leads generation by contacting and converting opportunities within predefined TAT and conversion/contact rate.
• Execute sales plan that ensure performance efficiency vs. Target and exceed productivity benchmark.
• Introduce and promote alternative channels to customers to support achieving digital offloading strategy.
• 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
• 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
• Work Closely with different stakeholders to address Plus customers needed service and products to ensure providing the best in class services and products.
• Seek and continuously develop knowledge and information about competitor activity, pricing and tactics and communicate this within division to keep ahead in the market.
• Ensure that the work area is maintained in good condition and that product materials are available and prominently displayed.
• Policies, Processes and Procedures
• 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
• Follow the day-to-day operations related to own jobs in the Branch to ensure continuity of work.
• Compliance
• 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.

Desired Candidate Profile

• 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