Principle Accountabilities
- Customer Experience
- Manage all escalations related to diaspora support.
- Identify customer needs not met by existing products and the implementation of new products and services.
- Utilize the customer relationship management system aimed at customer acquisition, retention and maximizing on every relationship.
- Manage the diaspora customer email -diaspora@hfgroup.co.ke
- Ensure customers are well supported on e-channels uptake to promote utilization.
- Ensure first contact resolution for all queries directed to you.
- Achieve departmental NPS score of 60.
- Collate customer feedback through interviews and online surveys to ensure that we meet customer expectations.
- Follow-up on diaspora SLAs and TAT
- Notify client about deposit renewals
- Financial Performance
- Educate clients on the features and benefits of all products
- Cross sell products to clients based on the needs.
- Support the diaspora Relationship Managers with account opening, loan processing, customer transactions and handling customer queries
- Operational Effectiveness and Support
- Assist in management of NPL for diaspora segment in collaboration with RMS.
- Assist plan for diaspora engagements including webinars, activations, trips and events.
- Close gaps/lapses identified; take corrective and preventative actions identified by audit, risk and compliance reviews; investigations or other assessment mechanisms within the agreed time frame.
- Prepare and submit reports to the relevant stakeholders within agreed format and timelines
- 100% adherence to policies, procedures and statutory guidelines. Minimize exposure to bank wide risks; enforce zero tolerance to non-compliance with KYC and AML regulations
- Achieving a ‘Good’ audit rating for the Diaspora Banking Proposition ensuring prompt thorough closure of all audit exceptions sited.
- People, Learning and Growth
- Proactively manage own learning and development.
- Deliver performance objectives set. Institute immediate corrective action where performance is below par.
- Championing team training on matters related to homeward proposition.
Key Competencies and Skills
- Technical Competencies
- Knowledge of Banking and Business Operations:
- Compliance and Regulatory Framework:
- Conceptual and Analytical Skills:
- Product Knowledge
- Business Acumen
- Financial Acumen
- Customer Engagement (internal & external)
- Digital
- Leadership
- Commercial Banking
- Industry Knowledge
- Credit Analysis
Minimum Qualifications, Knowledge and Experience
Academic:
- Bachelor’s degree from a recognized accredited university.
- Certificate of Proficiency in Insurance (COP) will be an added advantage.
- Being a CISI fellow is an added advantage.
Professional:
- 3-4 years’ working experience in a Customer Management role.
- In-depth knowledge of the local and Diaspora Banking industry, banking products, banking services and banking regulations. Sound working knowledge and understanding of general commercial regulations and practices.
- Appreciation of Diaspora Banking as a proposition.
- Interaction/Understanding of CRM tools.