JANE YAWSON

· · Explain, promote and sell a range of appropriate Stanbic product offerings and solutions that meet the financial needs of personal and small business customers.

· · Selling includes acquiring and opening new personal and business accounts (walk-in customers) · Cross-selling additional products & services to existing customers (walk-in customers, during pro-active telephone conversations).

· · Identifying sales leads for associate company stakeholders e.g. Vehicle and Asset Finance; Electronic Banking (Internet banking and Business Online)etc. ·

· Mining existing customer data to identify expansion and/or additional personal and business opportunities. ·

· Identifying opportunities to migrate top-end customers.

· · Providing a central “no-frills” (information/ query handling) service point for a portfolio of personal and small business customers. ·

· Performing a liaison role between customers and back - office service fulfillment and credit functions.

· · Interacting with clients and conducting needs analyses to assist clients to better understand their financial requirements. ·

· Accurately and efficiently processing customer mandates/ documentation requirements for banking facilities.

· · Educating clients regarding the parameters and routine procedures governing standard personal and SME product and service offerings to ensure the correct customer behavior and product usage.

· Assisting in the management of the branch.

· Stepping in as the executive Banker in the absence of the Executive Banker.

· Stepping in as the teamlead and Branch Manager in their absence.

· Attends to customers promptly, and where necessary refer the customer to the correct department.

· Migrates the customer to a more appropriate, cost effective channel if necessary.

· Initiates steps to resolve problems impacting customer service timeously.

· Refers queries that cannot be resolved within the Customer Problem Resolution time frame to the appropriate department.

· Hands out chequebooks and transaction cards to customers according to laid down procedures.

· Issues Automated Teller Machine (ATM) cards and Personal Identification Number (PIN) codes.

· Attends to linking/de-linking of accounts to ATM and MasterCard card for walk in customers.

· Orders Replacement credit cards form Card Division and advise the customer of the turnaround times pertaining to the delivery of these cards

· Increases/decreases limits on MasterCard card as requested by customers.

· Attends to Stop payments and Stop orders according to laid down processes and procedures.

· Marks cheques Good for Funds/Bank Cheques according to laid down policies and procedures..

· Electronic logging and following up of customer complaints and queries.

· Processing of customer transfer instructions

· Processing of in-house cheques.

. Identifies cross-selling/migration opportunities and selling of products/services reactively.

· Completes sales and lead generation tracking forms on a daily basis.

· Participates in tactical sales/marketing activities as required.

Attends to related telephone calls and customer queries

· Account Opening.

· Account Closure.

· Handling of Clients complaints.

· Management of investment products.

· Handling of audit questionnaires.

· Sale and cross selling of Bank’s products to clients.

· Management of clients’ mandate file.

· Processing of electronic banking products.

· Production and effecting charges on ID cards for clients.

· Management of cheque books.

· Mandate file code and Mandate file room management.

· Management of dormant accounts.

Responsibilities included

· Issuing of E-zwich cards to clients.

· Monitoring office supplies and processing all purchases.

· Handling incoming and outgoing correspondence.

· Taking of minutes during Branch meetings.

· Assisting the operations manager in all aspects of office procedures and general requirements.

· Assisting the customer service officer to serve clients.(Account openings, balance inquiries and general enquiries)

Responsibilities included

• Marketing and selling of life insurance policies.
• Presentation of Life Insurance policies to the management and staff of companies.
• Assisting the district manager in the recruitment and training of new sales executives.
• Communicating with target audiences and managing customer relationships.
• Recording and submission of weekly productions.
• Administrative and secretarial duties.
• Organization of district weekly meetings.
• Contributing to and developing marketing plans and strategies.