Entrenchment Consultants – Personal Banking (Affluent) at Sheer Logic

About the Role

We are seeking a dynamic Personal Banking Consultant to join our expanding team. In this role, you will execute targeted campaigns designed to enhance client entrenchment, retention, and engagement within our affluent banking segment.

Essential Functions

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

Required Experience

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

Key Competencies

• Practical problem-solving skills with a hands-on, common-sense approach to investigations
• Strong learning agility; quick knowledge acquisition and ability to develop specialist expertise
• Adaptability and resilience when managing change, variety, and ambiguity
• Excellent interpersonal skills; ability to build rapport and put clients at ease in an engaging manner

Location

Nairobi, Kenya