BASIC PURPOSE

Support the branch business growth agenda by driving acquisition, onboarding, and retention of micro and consumer business customers.

The role focuses on delivering quality lending, growing CASA and transactional accounts, cross-selling bank products, growing NFIs, and maintaining strong client relationships.

The Relationship Officer will execute field-level sales activities, ensure quality credit applications, and provide excellent customer service in line with KPIs, while escalating complex matters to the Relationship Manager - Business.

MAIN DUTIES AND RESPONSIBILITIES

• Identify, prospect, and onboard micro and consumer business customers, grow CASA deposits, ensure active account usage, and support customer activation to reach at least 8 products per customer.
• Recruit Equity Agents, Super Agents, and Merchants, promote ABC platform onboarding, and drive transaction growth to reduce branch traffic and increase NFIs.
• Cross-sell bank products, including:
  • Loans
  • Insurance
  • Cards
  • Mobile banking
  • Payments
  • Trade finance basics
  • Other relevant bank products
• Engage segmented clients to build confidence, loyalty, and overall customer value.
• Prepare timely reports and feedback, coordinate with the Commercial Department and Head Office stakeholders, and support branch business growth activities.
• Collect market intelligence on micro and retail businesses, competitor offerings, and customer needs to support decision-making and branch business goals.
• Source quality loan applications, conduct customer visits, perform business assessments, validate KYC, and ensure credit proposals meet approved standards.
• Monitor assigned loan portfolio, flag early warning signals to the RM, and follow up on repayments to maintain a healthy loan book and reduce PAR, including PAR30 and PAR90.
• Build and maintain strong customer relationships, resolve customer inquiries, escalate complex issues to the RM, and reduce dormant accounts through regular engagement.
• Ensure compliance with KYC, AML, and all bank policies, and maintain accurate and complete customer files, documents, and reports.
• Collaborate with branch teams on cross-functional business activities and execute any duties assigned by the Relationship Manager or Branch Management.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Business, Finance, Economics, or a related field.
• Proven track record of achieving deposit growth targets.

SKILLS & COMPETENCIES

• Strong sales and relationship management skills.
• Excellent interpersonal and client management abilities.
• Results-driven and commercially focused.
• Understanding of business operations and cash flows.
• Good negotiation and problem-solving skills.

BEHAVIOURAL ATTRIBUTES

• Results-oriented and proactive.
• Customer-centric mindset.
• High integrity and compliance awareness.
• Strong execution and follow-through.
• Ability to work under pressure and meet targets.

• Identify, prospect, and onboard micro and consumer business customers, grow CASA deposits, ensure active account usage, and support customer activation to reach at least 8 products per customer.
• Recruit Equity Agents, Super Agents, and Merchants, promote ABC platform onboarding, and drive transaction growth to reduce branch traffic and increase NFIs.
• Cross-sell bank products, including: Loans, Insurance, Cards, Mobile banking, Payments, Trade finance basics, Other relevant bank products
• Engage segmented clients to build confidence, loyalty, and overall customer value.
• Prepare timely reports and feedback, coordinate with the Commercial Department and Head Office stakeholders, and support branch business growth activities.
• Collect market intelligence on micro and retail businesses, competitor offerings, and customer needs to support decision-making and branch business goals.
• Source quality loan applications, conduct customer visits, perform business assessments, validate KYC, and ensure credit proposals meet approved standards.
• Monitor assigned loan portfolio, flag early warning signals to the RM, and follow up on repayments to maintain a healthy loan book and reduce PAR, including PAR30 and PAR90.
• Build and maintain strong customer relationships, resolve customer inquiries, escalate complex issues to the RM, and reduce dormant accounts through regular engagement.
• Ensure compliance with KYC, AML, and all bank policies, and maintain accurate and complete customer files, documents, and reports.
• Collaborate with branch teams on cross-functional business activities and execute any duties assigned by the Relationship Manager or Branch Management.

• Strong sales and relationship management skills.
• Excellent interpersonal and client management abilities.
• Results-driven and commercially focused.
• Understanding of business operations and cash flows.
• Good negotiation and problem-solving skills.

• Bachelor’s degree in Business, Finance, Economics, or a related field.
• Proven track record of achieving deposit growth targets.