Branch Sales & Service Executive in Lagos, Nigeria

at Standard Chartered Bank

Banking / Financial Services
Minimum Qualification
Bachelor's Degree
Required Experience
5 - 7 years
Employment Type
Full Time
Male or Female
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Job Description

1. Job Purpose Acquiring and activating Affluent and Mass clients warm leads in the catchment area of Store (e.g. online, Client Centre), Deepening needs of Affluent and Mass market with simple product needs (e.g. BC Txn account, , Mortgage, PIL, Credit Card, CASA, Wealth mgt solutions and digital activations), and simple KYC/CDD requirement. 

2.1 Mandate : 
Inbound NTB/ETB sales 
*Address walk-in NTB clients' (any segment) sales needs; Pull generated from ATL/online, catchment campaigns, word of mouth 
*Activate NTB clients, and set up and educate clients on remote channel usage i.e., online, Client Centre, ATM; Hand over client to Priority or Business Banking Team if required 

Inbound ETB Service-To-Sales 
*Address walk-in ETB clients' (any segment) sales needs (may be from Service To Sales); Serve client on initial request and broaden to Next Best Conversation based on ETB analytics 
*Direct and educate walk-in clients to use self-serve channels, and handle service requests via low-counters where requested by clients; Actively seek Service To Sales opportunities 

2.2 Activities /role in client's journey 

1. Listen, explain & sell (in person) 
*Understand needs 
*Explain respective banking proposition that fits their ingoing need (anchor product) 

2. Deep sell (in person) 
*Immediately broaden the conversation to include fuller bundle 
*Refer to Business Banking Acquiring Team for BC lending needs 

3. Prepare, set up, & activate (in person) When required documents are available 
*Compile required documents 
*Conduct KYC/CDD 
*Open account/activate products 
*Tag clients to the right segment. Refer respective business clients to BC Banking Team and Affluent to Priority Banking Team 

4. Service (in-person) 
*Fulfil basic service needs and pass on rest to Client Centre or CSE 

2.3 Deepening activities 
1. Listen, explain & sell (in person) 
*Understand needs of walk in clients 
*Explain proposition that fits need (respond to client need and do 'next best conversation') 
*Refer for specialised needs 

Key Relationships 
Branch/ Managers / RMs/BOOs/BOSMs 

Priority Banking Team 

Product Managers/Analytics (wealth)/marketing 

Staff of other business divisions and rest of SCB Group 



3. Target Clients 
*Client-led NTB: BC, Affluent and Mass with simple product needs (e.g. BC Txn account, BIL, Mortgage, PL, Credit Card, CASA, Simple Wealth), and simple KYC/CDD requirements 
*Proactive NTB: Acquiring and activating Affluent and Mass clients warm leads in the catchment area of Store (e.g. online, Client Centre) 
*Client-led ETB: Deepening needs of Mass clients 
4. Working Rhythm 

Very high frequency, relatively standardised / consistent activity (complex issues handed over, e.g. KYC, specialised knowledge, high value clients) 

5. Skill Requirements 
Product broadening 
*Basic banking products knowledge - CASA, Mortgage, PL, Credit Cards, Simple wealth 
*Market and competition knowledge 

Client engagement 
*Closing deals 
*Client training on digital solutions 
*Communication and presentation skills 
*Negotiation and objection handling 

Journey completion 
*Understanding of KYC/CDD principles

Key Roles and Responsibilities

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Qualifications and Skills

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Diversity and Inclusion

Standard Chartered is committed to diversity and inclusion. We believe that a work environment which embraces diversity will enable us to get the best out of the broadest spectrum of people to sustain strong business performance and competitive advantage. By building an inclusive culture, each employee can develop a sense of belonging, and have the opportunity to maximise their personal potential.

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