SME Relationship Officer – Nairobi Region

Job purpose:

The role’s purpose is to develop, expand and maintain quality portfolio of SME clients for the branch through customer acquisition and retention in line with the Bank’s Strategy.

Responsibilities and Accountabilities:

Financial Management

• Manage a portfolio of SME customers, focusing on increasing product penetration, profitability and customer satisfaction.
• Develop new relationships with SME clients with an aim of increasing the number of SME accounts, attaining good quality asset and liabilities book for the branch in line with the set budgets
• Grow branch fees and commissions through targeted product and service offering to the SME portfolio.
• Thoroughly review credit applications to reduce the possibility of NPA and proactively manage recovery of NPA in the event of default.
• Participate in marketing activities within the business area in order to maximize an appropriate growth in business.
• Continuously mine data base shared by the line manager of target markets in the area guided by the market demographics/sectors

Customer Service

• Ensure 100% TAT in terms of service delivery.
• Ensure timely and accurate processing of customer requests and loan applications as per laid down SLAs and documented procedures.
• Create a data base of all key clients within assigned portfolio to ensure continuous care calls/visits to build and enhance relationship
• Relationship management on the assigned portfolio.
• Quick resolution and/ or escalation of customer complaints

Internal processes

• 100% Compliance with internal and external regulatory policies and practices maintaining an appropriate level of risk management within the assigned portfolio
• Zero frauds within the assigned portfolio
• Ensure optimal and relevant product offerings to the SME clients
• Complete all the documents relating to the loan application and prepare the proposal for credit analysis and approval as per bank’s credit policy.

Learning and growth

• Product / Service Knowledge on bank Products (Avg. Score for Product Knowledge Test)
• Personal development: Attend various trainings facilitated by the Bank and own initiated
• Enhanced cross selling skills to improve the client’s product equipment rate

Minimum Requirements – academic and professional qualifications

• Two years working experience in banking operations
• University Degree preferably in Business related field such as Economics, Finance & Accounting from recognized institution by Commission for University Education.