Relationship Officer - Business Loans

Job Purpose

The Relationship Officer - Business Loans is responsible for achieving monthly and annual sales targets by acquiring new clients and deepening relationships with existing ones. This role involves conducting thorough market analysis, performing field visits, and ensuring all customer information is accurately documented. A key aspect of the position is to maintain a deep understanding of bank policies, products, and processes to deliver an exceptional client onboarding experience. The officer is also expected to actively participate in training and development programs to enhance sales effectiveness and strictly adhere to all Know Your Customer (KYC) and compliance regulations.

Key Accountabilities

This section outlines general accountabilities applicable to the role.

Financial

• Meet established sales and revenue objectives for all products in alignment with the business plan.
• Achieve monthly and annual Key Performance Indicator (KPI) targets.
• Focus on acquiring new-to-bank customers while also engaging the existing client base.
• Maximize revenue per customer by identifying and capitalizing on cross-selling opportunities.
• Maintain daily sales performance reports for review by team leaders and asset managers.

Customers

• Demonstrate commercial effectiveness by prioritizing customer needs and ensuring superior service delivery during client onboarding.
• Possess comprehensive knowledge of all products, policies, and processes to facilitate an excellent client onboarding experience.
• Prevent mis-selling by transparently offering products and services that match customer requirements.
• Address and escalate customer grievances to ensure prompt resolution.

Learning & Growth

• Actively participate in assigned training and development programs.
• Stay informed about competitor offerings and provide suggestions to management for product and process improvements.

Internal Processes

• Ensure the consistent implementation of sales and compliance processes as mandated by bank policies.
• Implement governance and controls to proactively identify, manage, and minimize potential business risks.
• Adhere to the Risk Control Assessment process across all areas, including selling, client onboarding, fraud control, and KYC documentation.
• Maintain satisfactory audit ratings by strictly following all prescribed internal processes.
• Attract high-quality customers to the bank's portfolio.
• Collaborate with stakeholders to ensure necessary support for business cases.

Specialist Skills Required For The Job

• Leadership and team management capabilities.
• Proficiency in Microsoft Excel, Word, and PowerPoint.
• A motivated and proactive approach to work.
• Ability to thrive in a competitive, multicultural environment.
• Skills in developing and strengthening relationships with both team members and customers.
• Effective communication via in-person, telephone, and email for job-related matters and reports.

• In-depth knowledge of Business Banking (BB) products.
• Strong service quality and customer handling skills.
• Convincing and negotiation skills tailored to business complexity.
• Ability to provide continuous suggestions for improving FAB products and processes.
• Capability to build and maintain effective business relationships with colleagues.
• Aptitude for identifying cross-selling opportunities across different bank divisions.