Job Purpose:
Acts as a single point relationship management of the bank for the high net worth customers in the priority banking segment ,provides Professional financial advises/ solutions and perform funds management and planning services for portfolio of Diamond customers in addition to increasing the number of gold customers, retaining and increasing the loyalty of current customers by providing high quality service to them and resolving their complaints, and cross sells various products and services.
Key Accountabilities:
- Driving priority banking growth and delivering exceptional portfolio targetsperformance by identifying and meeting customer needs through selling a range of ADIB gold products and acting as an advisor to mass affluent customers.
- Managing a portfolio of gold banking customers and offering full range of wealth management services .in order to achieve revenue goals and portfolio growth targets across a range of products and services for a specific pre-defined set of customers to create a profitable durable relationship
- Achieve volume and revenue goals via the combination of customer acquisition and relationship widening; in addition to growing network of clients through using diverse sources.
- Focusing exclusively on priority banking clients( deposits / Assets ).
- Actively identify new customers, grow affluent customers portfolio by introducing higher number of NTB new to bank affluent customers.
- Visiting potential clients for liabilities / Assets products and preparing presentations for potential clients to present ADIB priority products to enhance sales.
- Enhancing existing customer's relationship and their needs to be reflected into each customer's plan.
- Achieving a monthly deposits/ Assets target in addition to an aggressive Upgrade target
- Responsible for the growth, product management, & profitability of ADIB Priority Proposition across the ADIB Bank Egypt .
- Deliver world class customer service practices and ensure adherence to ADIB Service standards
- Ensure that customers are directed to the most appropriate service delivery channel to meet their needs.
- Own and manage customer queries and complaints by taking ownership and resolving in a timely manner. Ensure handling & covering all customers requests/ inquiries to deliver services excellency
- Maintain sales performance statistics for management information usage.
- Building the business, deepening relationships and effectively executing the sales process.
- Provide the assigned portfolio of affluent customers with personalized service; so as to develop close relationships, achieve maximum profitable contribution for the bank and retain their loyalty.
- Maintain a superior customer service experience including pre-empting issues and proactive servicing.
- Ensure delivery of customer promise and practice brand values, continue to maintain and improve the quality of service offered.
- Follow up with others, departments, pipeline credit/ operations dept. on pending cases.
- Ensure the implementation of all Bank policies / procedures / compliance requirements are in place.
- And any other assigned tasks.
Minimum Qualifications:
- University/Collage Degree.
6 years of customer service experience only financial sector front line
7years of customer service experience either in real estate or financial sector front line Bancasurrance & Stock market)
Required Knowledge:
- Relationship management experience in handling wealth customers.
- Personal bankers / Customer Service Reps having the talent to deal with high end customers.
- Account Mangers in companies, hotels etc.. that offer luxurious products/services.
- Investment associating in private equity companies.
Generic Skills:
- Preferably be certified from investment institute or equivalent third party recognized institution for selling investment
- Managing an existing portfolio of affluent customers
- Strong knowledge of Investments Products.
- Strong Selling skills
- Target oriented
- Strong Relationship management skills
- Customer focus skills
