Relationship Officer - SME

About NBC Bank

NBC, Tanzania's longest-standing bank with over 50 years of operation, offers a comprehensive suite of banking solutions for retail, business, corporate, and investment clients, alongside wealth management services.

Job Summary

The Relationship Officer will be responsible for acquiring and managing relationships with Small and Medium Business (SME) clients. This role involves a proactive and consultative approach to understanding client needs and providing tailored financial solutions. The officer will focus on delivering a differentiated customer experience, ensuring client satisfaction, and managing the quality of the bank's portfolio.

Key Accountabilities

Sales and Relationship Management (40%)

• Drive client profitability by identifying, building, and deepening relationships with SME clients to increase wallet share.
• Offer a wide range of products and services to meet client financial needs.
• Engage clients through regular face-to-face meetings and consistent communication, ensuring clear objectives and outcomes.
• Proactively identify client business cycles and financial goals to provide holistic financial solutions, leveraging product specialist support.
• Develop and maintain a pipeline of business opportunities and actively seek referrals to grow the asset and liability portfolio.
• Create and maintain a Customer Relationship Management Plan for top borrowing and non-borrowing clients.
• Maintain accurate records of all client interactions, including call reports.

Customer Service (20%)

• Manage client experience professionally, providing accurate information on products and services.
• Address customer complaints promptly and provide regular updates on unresolved issues.
• Maintain detailed records of client communications.
• Coordinate effectively with other bank departments to manage client relationships and activities.
• Educate clients on the bank's offerings and procedures.
• Utilize client feedback to enhance product and service delivery.

Compliance and Risk Management (20%)

• Adhere to KYC, AML, and Financial Sanctions policies.
• Conduct monthly portfolio reviews to ensure all documentation is current and escalate any outstanding KYC requirements.
• Review and approve loan applications and legal documents, ensuring accuracy and quality.
• Identify potential problem accounts and implement risk mitigation strategies through daily monitoring of transactions and client activity.
• Stay informed about industry developments to identify potential risks and opportunities.
• Manage the credit review process for new and renewed facilities, submitting all required documentation and reports to the credit department in a timely manner.
• Manage down accounts by ensuring timely submission of financials, follow-up on outstanding securities, and regular updates to credit files.
• Respond to reports on loan arrears and excesses within 24 hours by contacting clients and communicating resolutions.

Team and Networking (10%)

• Participate in daily branch and knowledge-sharing meetings.
• Maintain open communication and information sharing with other departments, including Retail and Corporate Credit, Corporate Banking, and Retail Banking.
• Engage in local community and business development activities.
• Build and maintain relationships with Product Specialists across various bank divisions.
• Provide input for performance reviews of cross-functional team members.

Self-Development (10%)

• Stay updated with all bank policies, procedures, and circulars.
• Pursue continuous learning and skill development aligned with career path.
• Complete all mandatory compliance training.

Other Duties

Perform all other assigned duties as reasonably required.

Education and Experience

A Bachelor's Degree or Advanced Diploma in Business/Accounting is required, along with a minimum of 3 years of banking experience.

Knowledge, Skills, and Competencies

• Proficiency in financial and business acumen.
• Strong command of PC skills and Microsoft Office Suite.
• Demonstrated ability to develop and execute sales plans.
• Solid understanding of credit processes and procedures.
• Effective problem-solving and decision-making capabilities.
• Excellent oral and written communication skills.
• Strong time management and organizational abilities.
• Capacity to work collaboratively within a team and support colleagues.
• High levels of integrity and professionalism.
• Comprehensive knowledge of bank products.
• Expertise in Risk Management, including Credit Risk, Operational Risk, and Market Risk.

Qualifications

Candidates should possess a Bachelor's Degree or Advanced Diploma in Business, Commerce, or Management Studies. Desired attributes include a Business Improvement Orientation, Digital Familiarity, Enabling Team Success, Experience in a similar environment, Openness to Change, Operational Administration skills, Product/Service Knowledge, and Quality Orientation.