Corporate Service Officer at NBC Bank Limited

National Bank of Commerce

Corporate Service Officer

• remote type Hybrid
• locations Head Office NBC
• time type Full time
• job requisition id R-15965915

Corporate Service Officer at NBC Bank Ltd July 2024

NBC
is the oldest serving bank in Tanzania with over five decades of
experience. We offer a range of retail, business, corporate and
investment banking, wealth management products and services.

Job Summary
Responsible
for client solutioning, service and identification of leads by being a
member of the Client Relationship Team (Cross Functional Team; RM, OB
and Product Specialists). Assist the RM with sales research,
relationship development, needs analysis and be responsible for the
day-to-day operations and risk management of client portfolios. Serves
as the second point of contact to the client on sales and service
issues. Responsible for all operational activities in the Client
Relationship Team

Job Description​
Key Responsibilities
Sales, Customer Solutioning and Customer Experience: -50%

• Cross
  sell vanilla products to existing clients and increase the cross-sell
  ratio of each client ensuring that each client is sorted 100% with
  appropriate products. The correct need must be identified by the CSO and
  the adequate product must be sold to the customer to proactively
  increase the share of wallet.
• Liaise with Product specialist
  (e.g. Transactional Services, Trade, Global Markets, Debt, Private
  Banking, Bancassurance etc) relevant to solutioning for vanilla
  products. Ensure that the client is sorted comprehensively.
• Develop
  and maintain sales and service contact within the client’s organization
  and key shareholders to ensure effective customer service i.e. a key
  relationship is required to solution a client
• Act as a principal
  point of contact in the absence of the Relationship Manager (RM) for
  the purposes of ensuring continuous customer service as an example if
  the RM is not available then you will assess the customer’s need and put
  forward an application for approval to credit
• Manage the
  operational service and risk management aspects of the portfolio, the
  customer must experience a seamless operation with regards to their
  transactional needs, and securities to be managed according to the
  expectation of the client.
• Responsible, where appropriate, to
  assist, co-ordinate and monitor the introduction of clients to and from
  other areas of the NBC/Absa Group, in order to increase revenue for the
  group.
• Monitor, analyze and recommend supporting action (follow
  ups and timeous and accurate feedback) to improve client service based
  on Client Satisfaction Surveys and implement corrective measures to
  improve service delivery to clients.
• Identify potential new
  clients by building and maintaining a database of potential clients
  supporting the Relationship Manager and for the purpose of jointly
  growing the portfolio of clients.
• Arrange product presentations, in conjunction with the Relationship Manager to promote products to new and existing clients.
• Conduct
  service reviews with clients and implement corrective measures to
  improve service delivery to the client and recommend actions for
  improvement based on feedback.
• Responsible to resolve client
  concerns/complaints within an acceptable timeframe and all complaints
  received are captured into salesforce system. Recommend action for
  service recovery to RM and Management.
• Follow up on transactions
  in progress to ensure that this is in line with Service Level
  Agreements (SLA) and act on service level failures and report same to
  management.
• Collect and report on all fee income i.e. facility
  fees, excess fees, raising and valuation fees, etc by monitoring the
  clients’ portfolios in line with applicable transactions.
• Manage
  the client visit to be undertaken by the RM by preparing all required
  documentation and sales material required from analysis of the client
  group, together with recommendations of sales opportunities or clients’
  needs.
• Responsible to identify and manage potential risk and
  compliance gaps in client’s portfolios and recommend and make
  appropriate corrections. In conjunction you may decide to contact a
  customer and request updated or information required.
• Manage and
  action the pipeline of facilitate quicker payout of approved loan
  facilities and make recommendations on how to fast track the process if
  required.

Risk and Operational Management: -30%

• Understand
  and apply the relevant governance and compliance procedures to
  activities undertaken and maintain ongoing completion of relevant
  governance and compliance training
• Adhere to the KYC processes.
• Manage securities with assistance of Risk Control Unit and Securities Management Units with the assistance of the RM.
• Obtain required documentation from clients e.g. public documents, KYC documents etc to support the opening of accounts.
• Ensure
  the Bank’s operational risk is mitigated by being informed and
  knowledgeable on all relevant information that govern the bank’s action
  or alert management of any risk that come to light. The OB must have up
  to date knowledge of all policies and procedures regarding sales,
  credit, compliance and processing. All compliance training must be up to
  date and completed.
• Follow up with client on outstanding
  documentation such as security, product, guarantee’s etc related and
  recommend action to the RM if not forthcoming.
• Responsible for
  accurate management of client information through manual and electronic
  updates and the filling of essential client information.
• Ensure
  that the clients risk type (low risk, high risk and no risk) is captured
  correctly and that appropriate remedial actions are adhered to.
• Manage the risk, legal and bad debt of portfolio by identifying and liaising with all relevant stakeholders.
• Monitor
  and manage credit losses and write-offs, pro-active portfolio
  management resulting in zero losses in the portfolio (including excess
  management and facility conditions compliance)
• Act as the “second line of defense” in all risk matters relating clients under the portfolio

Business Management: -10%

• Attend
  client meetings to support client servicing, sell vanilla products and
  to obtain appropriate documents (KYC Account Opening, Security
  documents, indemnities etc) from customers.
• Follow up that new clients, products and pricing are set up and accurately captured on relevant systems.
• Ensuring
  the seamless take-over of accounts from other banks and implementations
  of NBC system by coordinating the inputs of the applicable product
  houses, credit, sector, and other relevant service providers.
• Develop and maintain good working relationships with Group sector specialists for support in deal closures
• Attend
  regular meetings held with Cross Functional team and ensure specific
  action related to the role is carried out and that new and effective
  ways of working are sought to improve the service to the customer.
• Promote effective and continuous teamwork

People Focus: -10%

• Continuous learning and self-development through training interventions, secondments on the job training, shadowing et.c.
• Day to day coaching and development of the team i.e. operational bankers, credit/business analysts, peers e.t.c

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Role / Person Specification
Education and Experience Required

• B-degree
  / Advance Diploma / Diploma or Equivalent qualification in Finance,
  Accounting, Economics, Business Administration or any other related
  field
• At least 4 years of experience in Relationship Management,
  Credit or Product environment and Client Service (dealing with
  corporate clients
• Working general knowledge of local and
  international markets, economies, their drivers, industry dynamics,
  competitor solutions etc
• An up-to-date knowledge of banking products across trade, cash management, FX, etc
• An up-to-date knowledge of local and international multi-sectoral industry trends and dynamics
• Experience of managing client relationships

Knowledge & Skills: (Maximum of 3) and Competencies: (Maximum of 4 competencies)

• Deciding and initiating action
• Learning and researching
• Entrepreneurial and commercial thinking
• Relating and networking
• Adapting and responding to change
• Persuading and influencing
• Creating and innovating
• Strong solutioning, selling and negotiation skills
• Excellent diagnostic skills and rigorous approach to problem solving
• Excellent communication and sound financial skills
• Excellent comprehension skills to understand and interpret industry data and economic trends
• Strong formal presentation skills to gain acceptance to solutions, both internally and externally
• Strong Leadership and team-working skills
• Basic IT and banking system knowledge

Qualifications

• Commercial
  mindset – Junior (Meets all of the requirements), Customer Excellence –
  Service Delivery (Meets all of the requirements), Effective
  communication – Basic (Meets all of the requirements), Emotional
  intelligence (Meets all of the requirements), Experience in a similar
  environment, Further Education and Training Certificate (FETC) –
  Business, Commerce and Management Studies, Openness to change (Meets
  some of the requirements and would need further development), Product
  and/or Service Knowledge (Meets all of the requirements), Reasoning
  (Meets all of the requirements)

Deadline: 2024-08-07.