Bank Windhoek is recruiting a Client Service Manager (m/f), to be based in Windhoek, Namibia.
Description
- 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
Duties
Customer Focus and Onboarding
- Deliver a high level of individualized 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 fulfillment 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
Requisites
- 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
- Relevant business/financial degree or equivalent qualification
Notes
- Only shortlisted applicants will be contacted