Entrenchment Consultants – Personal Banking (Affluent) at Sheer Logic

About the Role

We are seeking a dynamic Personal Banking Consultant to join our expanding team. You will execute strategic campaigns for our affluent client segment, focusing on client entrenchment, retention, onboarding, and engagement while driving business growth through cross-sell and transactional activity improvements.

Essential Functions

• Execute defined tasks and key performance measures for Personal Banking campaigns in line with guidelines, success measures, and provided frameworks to ensure effective entrenchment, retention, onboarding, and engagement
• Implement and engage clients for campaigns to increase entrenchment, drive cross-sell opportunities, improve transactional turnover, minimize client disengagement through retention, and improve conversion of new-to-bank clients to active clients
• Conduct client calls that result in increased transactional activity, cross-sell success, and improved retention rates
• Report and close off daily activities using necessary tools and templates to inform weekly, monthly, and quarterly reporting
• Collate information on value, variation, and failures in system processes to contribute to management information development
• Educate clients on relevant procedures, system functionalities (including self-service and IVR), and general information, including informing clients of their rights and obligations in accordance with the Code of Banking Practice
• Understand risks associated with client demands and adhere to all risk and compliance requirements

Required Experience

• 3-4 years' experience in branch banking or contact centre environment
• Good understanding of bank processes, policies, and products

Key Competencies

• Practical problem-solving skills with a preference for learning by doing and a common-sense approach
• Open to learning opportunities; quick to acquire knowledge and skills; committed to developing expertise through continuous learning
• Adaptability; ability to cope with change and variety; tolerates uncertainty and ambiguity; adapts to new challenges
• Strong interpersonal skills; builds rapport and puts people at ease; engaging and welcoming demeanor

Location

Nairobi, Kenya