Relationship Officer

Relationship Officer

• Job Type Full Time
• Qualification BA/BSc/HND , Diploma
• Experience 5 years
• Location Nairobi
• Job Field Sales and Business Development

Job Purpose

• The Relationship Officer is responsible for building and maintaining strong relationships with existing and prospective banking customers, identifying business opportunities and delivering excellent customer service. The role involves customer onboarding, portfolio management, cross-selling of banking products, resolving customer issues and ensuring compliance with banking policies and regulatory requirements to achieve business growth objectives.

Key Responsibilities

• Customer Relationship Management

• Build and maintain strong, long-term relationships with existing and prospective customers.

• Serve as the primary point of contact for assigned customer portfolios.

• Conduct regular customer visits, check-ins, and business reviews to understand needs and strengthen loyalty.

• Foster a positive, customer-centric service culture.

• Business Development & Portfolio Growth

• Identify and pursue new business opportunities to grow the customer portfolio.

• Cross-sell and upsell banking products, including deposits, loans, cards, digital banking, and insurance.

• Achieve set targets for customer acquisition, deposit growth, and loan portfolio growth.

• Track and analyze portfolio performance and identify growth opportunities.

• Customer Service & Issue Resolution

• Ensure customers receive professional, timely, and quality service.

• Handle escalated customer complaints and resolve issues promptly.

• Monitor customer feedback and implement service improvement initiatives.

• Compliance & Risk Management

• Ensure compliance with banking policies, procedures and regulatory requirements, including KYC and AML standards.

• Maintain accurate customer records and documentation.

• Support implementation of relationship campaigns and promotional activities.

• Reporting & Analysis

• Generate regular portfolio and productivity reports.

• Analyze market trends and customer needs to identify opportunities.

• Provide recommendations to improve relationship performance and operational efficiency.

• Qualification and Experience

Education

• Diploma or Bachelor’s Degree in Business Administration, Marketing, Finance, Banking, or a related field.

Experience

• Minimum of 5 years’ experience in banking, relationship management, or sales.

• At least 1 year of portfolio or team leadership experience.

• Proven track record of achieving sales and relationship targets.

• Experience using various reporting tools.

• Technical Skills

• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

• Experience with CRM systems and sales reporting tools.

• Knowledge of banking products, sales performance metrics, and KPIs.

• Core Competencies

• Strong leadership and people management skills.

• Excellent communication and interpersonal skills.

• Coaching, mentoring, and training abilities.

• Analytical and problem-solving skills.

• Results-oriented with strong business acumen.

• High integrity and accountability.

• Ability to work under pressure and meet deadlines.

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