• Full Time
  • Nairobi

Edenbridge Capital

We Listen, We Deliver

A Relationship Officer is tasked with the following duties/ responsibilities:

  • Client Relationship Management: Develop and nurture relationships with clients or customers to enhance loyalty and satisfaction.
  • Client Acquisition: Identify and attract new clients through targeted outreach, networking, and relationship-building activities.
  • Needs Assessment: Understand the financial or service needs of clients through effective communication and needs analysis.
  • Product Knowledge: Stay informed about the organization’s products or services, providing clients with accurate information and guidance.
  • Sales Support: Collaborate with the sales team to identify opportunities for upselling or cross-selling based on client needs.
  • Customer Education: Educate clients on various products or services, ensuring they have a clear understanding of features, benefits, and terms.
  • Problem Resolution: Address and resolve client concerns or issues promptly, maintaining a positive client experience.
  • Feedback Collection: Gather feedback from clients to identify areas for improvement and relay valuable insights to the relevant departments.
  • Sales Targets: Work towards achieving individual and team sales targets, contributing to the overall growth of the organization.
  • Market Research: Stay informed about industry trends, competitor offerings, and market conditions to provide relevant insights.
  • Documentation: Maintain accurate records of client interactions, transactions, and feedback in the CRM system.
  • Cross-Functional Collaboration: Collaborate with other departments, such as marketing, operations, and finance, to ensure seamless client experiences.
  • Networking: Attend industry events, conferences, and networking opportunities to expand professional connections and attract potential clients.
  • Compliance: Ensure all activities adhere to relevant regulations, policies, and ethical standards.
  • Communication Skills: Possess strong verbal and written communication skills to convey complex information clearly and persuasively.
  • Analytical Skills: Analyze client data and market trends to identify opportunities for business growth and improvement.
Key Performance Indicators
Perspective Output
Revenue:

1. Disbursements

2. Collections

3.New customers

4.Cost management
  • Measure the number and value of new accounts or clients brought in by the relationship officer.
  • Track the revenue generated from upselling additional products or services to existing clients.
  • Evaluate the percentage of clients who purchase multiple products or services offered by the institution.
  • Measure the percentage of retained clients over specific periods, indicating successful relationship management.
  • Assess the acquisition of strategic clients aligned with the institution’s goals and services.
  • Assess the profitability of client accounts managed by the relationship officer.
  • Track revenue generated from client referrals made by the relationship officer.
Execution:

1. TAT

Compliance with policies and procedures

Marketing
  • Measure the time taken to onboard new clients and activate their accounts or services.
  • Track the frequency and quality of interactions with clients to maintain engagement and satisfaction.
  • Measure the speed and effectiveness of responses to client inquiries, concerns, or requests.
  • Assess the completeness and accuracy of client documentation and records maintained by the relationship officer.
  • Evaluate the productivity and outcome of client meetings conducted by the relationship officer.
Stakeholder Management:

1. Customer retention

2. Customer training

3. Cross- selling

Partnership
  • Measure client feedback and satisfaction levels regarding the services provided by the relationship officer.
  • Assess the depth and longevity of client relationships managed by the officer.
  • Measure the quality and clarity of communication with clients, ensuring transparency and understanding.
  • Track the rate at which clients continue using the institution’s services, reflecting successful relationship management.
  • Assess the ability to gather and incorporate client feedback to improve services and address concerns.
  • Measure the efficiency in resolving client issues or complaints promptly and satisfactorily
Strategic Leadership;

1. Team Collaboration

2.Brand loyalty (internal)

 
  • Interdepartmental Collaboration: Evaluate collaboration with internal teams such as sales, customer service, or product development for seamless client servicing, credit, risk management, and customer service for smooth loan processing.
  • Ensure to carry our business in a manner that promotes brand visibility by use of company merchandise and corporate attire

To apply for this job email your details to hr@edenbridgecapital.co.ke