CLIENT SERVICE MANAGER – Bank Windhoek 1114 views

Provide a relationship-based onboarding of high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. Pro-actively promote a relationship-based offering through operating as a dedicated support to the Wealth Manager.

Key Performance Areas (KPAs):

Customer Focus and Onboarding

• Deliver a high level of individualised service to assigned portfolio of Wealth Manager clients. Attend to customers promptly and assist the customer with migrating to more convenient self-service channels.
• Deliver a superior level of Service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Assist in migrating qualifying customers (as defined by the segment value proposition) from the Branch to the Private Banking Suite.

Private Banking Processes

• Provide effective and efficient administrative support to the Wealth Manager. This includes account opening support, processing account/customer related documentation, capturing new account details and applications on the bank system, following up on the status of applications, transactions, and queries with relevant support areas.
• Assist the Wealth Manager in completing credit applications and credit reviews. Attend to credit-related correspondence in line with credit policies and procedures.
• Manage credit and operational risks as set out in compliance and credit guidelines.
• Ensure all limits are loaded (credit, withdrawal, electronic payment, etc.), market segment codes are correct, standard pricing charges are accurately loaded.
• Ensure activation and usage of transaction accounts, proactively monitoring any dormancy flags.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.

Customer Service

• Load debit and/or stop orders.
• Order and follow up on all new & replacement Credit, Debit and ATM cards.
• Give notice on investment/deposit accounts, as per customers’ requests.
• Capture appropriate updates & amendments to customer records.
• Link all appropriate accounts to customer profile to ensure a true and full view of customer’s relationship with the bank.
• Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc
• Interact frequently and build strong internal working relationships with enabler and fulfilment colleagues to ensure that Turnaround times and SLA’s are adhered to.
• Keep the Wealth Manager informed of progress made on customer matters. Surface ‘bad news’, complaints and claims promptly and transparently.
• Follow through promptly and meticulously on instructions given by Wealth Manager.

Required Competencies

• Working with People
• Adhering to principles & values
• Persuading and Influencing
• Presenting and Communicating Information
• Analysing
• Planning and Organising
• Delivering Results and Meeting Customer Expectations
• Entrepreneurial and Commercial Thinking

Experience and Qualifications:

Qualifications

• Relevant business/financial degree or equivalent qualification.

Required Skills/Knowledge/Experience

• Extensive sales/marketing experience. Deep knowledge of the private banking / wealth management.
• Good knowledge of local lifestyle, competitor offerings and strategies to target the affluent/high net worth market.
• Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self-service channels.
• Good understanding and interpretation of financial statements
• Understanding of the bank’s products in respect of service level agreements and the bank’s service provision networks.
• Understanding of which products are most required by high net-worth individuals and/or most beneficial to this market as well as appreciation of which products are most profitable to the bank.
• Knowledge of local market environment and financial issues that may impact portfolio.
• Thorough understanding of credit principles as well as application and maintenance processes.