Relationship Management Officer (ABO – DM) @ Wema Bank Plc
Job Description
Jobs in Lagos, Nigeria.
Job Overview
The Relationship Management Officer (RMO) is part of the sales team, responsible for building and maintaining customer relationships, identifying, developing, and closing sales opportunities, and attracting potential commercial and retail clients. The RMO also monitors competitors’ strategies to ensure the bank stays ahead in the market.
Key Responsibilities
Sales Management:
- Implement the branch’s commercial sales strategy based on local market conditions to meet sales targets. This includes product knowledge, cross-selling, and staying informed about market changes to drive sales opportunities.
- Build and maintain strong customer relationships using effective communication and interpersonal skills.
- Focus on customer acquisition and growing volumes in the Bank’s commercial business through the opening of various account types.
- Provide feedback to the sales team and product management regarding market conditions, new product development, and upgrades to support the growth of small and medium businesses and individual clients.
- Manage and nurture existing commercial business relationships while seeking new accounts.
- Deliver sales presentations to prospective customers and engage in proactive outreach.
- Foster a positive sales environment by educating clients about the Bank’s products and services.
- Turn service recovery situations into business opportunities to maintain client loyalty.
- Visit clients and prospects to assess their needs or promote products and services.
- Coordinate sales efforts with marketing campaigns.
Risk Management:
- Assess acceptable lending risks in line with the bank’s risk appetite and aim to maximize profits from transactions.
- Adhere to the Bank’s complaint resolution process to resolve issues, maintain service standards, and reduce risks.
- Follow KYC procedures to minimize fraud risks.
- Discuss loan terms and conduct collateral risk analysis to ensure compliance with bank policies.
- Ensure all documentation in assigned portfolios is valid and complete.
- Comply with the Bank’s policies and procedures.
Financial Management:
- Review and analyze financial statements, cash flow forecasts, and complex financial reports to make accurate assessments.
- Conduct prequalification assessments and analyze financial conditions and risks of financing requests in line with the Bank’s credit culture and current market trends.
- Review financial statements and loan documents for new customers.
- Contribute to the growth of deposits, loans, and overdrafts to increase branch profitability.
- Assist Branch Managers in drafting deposit funding and credit proposal papers.
- Negotiate contracts with prospective clients.
- Respond to customer inquiries regarding credit terms, products, pricing, and availability.
Customer Service:
- Consistently uphold customer service standards to improve service delivery.
- Record and address customer complaints through the customer query register, identifying root causes and preventing recurrence.
- Offer suitable products and services through the most appropriate channels to meet customer needs.
- Provide a differentiated customer experience by conducting holistic needs analysis and consultations with key clients.
- Maintain regular communication with clients to provide portfolio updates and guidance.
- Act as a problem solver, helping clients identify investment criteria and resolve concerns during consultations.
- Follow proper processes and procedures when interacting with customers.
- Advise clients on financial services, resolve complaints, and promote banking products and services.
- Engage new customers and expand the client base.
People Management:
- Collaborate with branch colleagues to ensure effective support and service delivery.
- Contribute to fostering a positive and proactive branch culture, meeting safety and wellbeing compliance standards.
- Lead by example, embodying the Bank’s values and adhering to corporate HR policies.
- Demonstrate strong leadership skills.
Qualifications:
- Education: Minimum of a First Degree in any discipline; additional qualifications are a plus.
- Experience: 5 to 10 years of relevant experience in sales and marketing.
- Professional Certification: CIBN.
- Skills:
- Digitally savvy with excellent interpersonal and communication skills.
- Strong commitment to customer service excellence.
- Strategic thinking with problem-solving ability.
- Ability to collaborate effectively with others and lead a team.
Source: From Company Career Portal/Other Job Boards.
