Customer Relationship Officer Full Time
Standard Chartered Bank

Lagos, Nigeria | Bachelor's Degree | 1 - 3 years | Full Time | Male or Female | Banking / Finance / Insurance | Banking / Financial Services

Job Summary

The role holder is primarily responsible for driving profitable volume growth from existing & new customers by proactively engaging the customers, understanding and meeting their needs with the full range of Consumer Banking products offered. 

They manage an assigned portfolio of customers within the Excel / Preferred or Priority business and focus on deepening existing relationships as well as extending the relationship further into additional new product areas to improve customer¿s value contribution. 

They would typically operate out any of the specific locations with face to face being the primary mode of interaction. 

In addition, the role holder would be licensed /certified / skilled to provide information / advice on all bank products and will work collaboratively with product specialists from various Business Units / Value Streams to design specific offers to be made to the customers based on their feedback and needs from the engagement done 

Job Responsibilites

Relationship Management (Required)
*Grow customer portfolio size by deepening existing customer relationships 
*Retain existing highly valuable customers; Grow share of wallet with the bank through focused relationship management activities
*Provide advice on potential financial solutions based on identified needs
*Resolve client queries without further escalation
*Analyse financial requirements of customer and match with banks product offerings

Relationship Management (Excellence)
*Main banker for majority of clients in portfolio
*Majority of clients in portfolio are ¿long standing¿ 
*Work effectively across geographic borders with customers to deepen relationship with bank
*Pass on high net worth customers to the Private Bank 
*Offer holistic advisory and consultancy services to key clients in portfolio

Customer/ Business Acquisition (Required)
*Solicit new to Bank and new to product leads from the Excel or Priority business segments

Customer/ Business Acquisition (Excellence)
*Consultative selling of multiple products to customers based on identified needs
*Turn service recovery into sales opportunity 
*Refer highly satisfied customers to generate sales 
*Analyse and review potential business to ensure maximum profitability

Collaborative Partnership -Advisory / Consultation (Required)
*Collaborate with product specialists, to deliver effective customer solutions

Collaborative Partnership -Advisory / Consultation (Excellence)
*Identify product specialists across different value centers to satisfy anticipated customers¿ needs
*Broader product holding ratio

Risk Management & Control (Required)
*Operate within Risk & Compliance requirements/ framework
*No reported mis-selling cases

Risk Management & Control (Excellence)
*Loan impairment below competitors¿ loss rates
*Is able to convert service recovery issue into customer loyalty opportunity 

Job Requirements

Minimum of a 2nd Class degree in a relevant course. 
• 2-3 years sales experience in a similar role 
• Strong sales and relationship management skills 
• Good Communication and Interpersonal skills. 
• Role holder is expected to have some knowledge and experience in offering a range of products to meet customers’ needs but is unlikely to have the full knowledge and experience to offer all Consumer banking products. 

In compliance with the National Youth Service Corps (NYSC) Act of 2004, all applicants should ensure that they have completed the mandatory NYSC programme. A discharge certificate will be required as evidence of completion of the programme. Where an exemption has been granted, a certificate of exemption will also be required.

Customer Relationship Management (Advanced)
Data Conversion & Reporting (Core)
Credit Risk Analysis (Core)
Legal & Regulatory Knowledge (Core)
Market / Competitor Knowledge (Core)
Product knowledge (Core)
Risk Management (Core)
Needs profiling & analysis (Core)
Negotiation & Objection Handling (Core)
Needs Based / Consultative Sales Skills (Core)

Excellence in Role:
Customer Relationship Management (Expert)
Market / Competitor Knowledge (Advanced)
Product knowledge (Advanced)
Needs profiling & analysis (Advanced)
Negotiation & Objection Handling (Advanced)
Needs Based / Consultative Sales Skills (Advanced)

Additional Job specific skill or knowledge area;
Social / Networking skills
Phone based conversation skills 

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