Relationship Officer: Transaction Banking

Job Requisition ID: R-15973911

Location: Mwanza Branch NBC, Mwanza, Tanzania

End Date: April 21, 2025

NBC is the oldest serving bank in Tanzania with over five decades of experience. We offer a range of retail, business, corporate and investment banking, wealth management products and services.

Job Summary

• Acquire and manage relationships with Business Banking customers through pro-active and consultative approach in line with NBC policies and procedures.
• Utilize customer focus approach to provide holistic financial solutions to basic and complex financial needs by understanding customers’ business process cycle.
• Provide differentiated customer experience that support NBC value proposition by maintaining regular contacts with customers to ensure overall satisfaction.
• Support migration of business banking customers to digital channels such as NBC connect, Edu Connect, NBC Lipa Kiganjani, Merchant services, e-commerce, Edu Connect, Saccoss, SADAKA solution etc.

Job Description

Sales and Relationship Management (40%)

• Maximize client profitability within agreed targets (Liabilities and non-interest revenue) by identifying, building, and deepening of relationships to gain incremental wallet share of the Business Banking clients by offering solutions through a wide range of products and services.
• Provide value-added engagement, regular face-to-face meetings, consistent communication with clients by conducting meetings with clearly defined objectives and desired outcome.
• With the support of product specialists, intuitively recognize and understand clients’ business cycle, financial goals/needs and proactively provide holistic financial solutions.
• Create and maintain a pipeline of business opportunities and proactively master referrals to grow liabilities portfolio.
• Develop and maintain Customer Relationship Management Plan of Top 10 merchant’s clients and Top 10 non-borrowing clients.
• Maintain accurate and up-to-date records of all actual and attempted client customer interactions (i.e., Call Reports).

Customer Service (20%)

• Proactively and professionally manage client experience by providing appropriate answers regarding products and services.
• Promptly respond to customer complaints and constantly provide regular feedback on unresolved issues.
• Keep accurate records of discussions or correspondences with clients.
• Effectively coordinate client relationship/activities with another department within the bank.
• Educate customers on the bank’s products, services, and procedures.
• Use client feedback to improve product and service offering.

Compliance and Risk Management (20%)

• Build awareness and comply with KYC, AML, and Financial Sanctions and Prohibitions of Business Activity policies.
• Review the portfolio on a monthly basis and ensure that all documentation required (KYC, AML, and Sanctions) are up to date, and escalate any unresolved KYC requirements to the relevant mandated holders.
• Check and sign off each of the digital channels such as NBC connect, Edu Connect, NBC Lipa Kiganjani, Merchant services, e-commerce, Edu Connect, Saccoss, SADAKA solution.
• Identify potential problem accounts and communicate appropriate risk-mitigating strategies by accessing excess reports on a daily basis, regular monitoring of client’s transactions.
• Research, read, and network to keep abreast of developments in various industry/sector to ensure adequate industry knowledge and potential risks and/or opportunities.

Team and Networking (10%)

• Attend daily Branch meetings and knowledge-sharing meetings.
• Conducting and maintain constant dialogue/sharing of information with other departments (Retail and Corporate Credit, Corporate Banking, Retail Banking).
• Attend local functions/community/governmental and business development activities.
• Develop and maintain contact with Product Specialists in other areas of the bank, including Corporate Banking, Treasury, and Retail Banking.
• Provide feedback into the performance review of other members of the Cross-function team.

Self-Development (10%)

• Comply and keep abreast of all policies, procedures, and circulars updates.
• Ensure self-development pertaining to career path to develop knowledge and skills.
• Complete all critical compliance training.

Other duties: Perform all other duties as reasonably assigned.

Education and Experience Required

Degree – Business/Accounting/ICT 1-2 years banking experience

Knowledge, Skills, and Competences Required

• Strong financial and business skills
• PC skills and Microsoft Office
• Proven ability to develop and implement sales plans
• Clear understanding of credit process and procedure
• Good problem-solving and decision-making skills
• Good oral and written communication skills
• Good time management and organization skills
• Ability to work on a team and support others
• Strong integrity and professionalism
• Good knowledge of Bank Products

Qualifications

• Bachelor’s Degrees and Advanced Diplomas - Business, Commerce and Management Studies
• Commercial mindset - Junior (Meets some of the requirements and would need further development)
• Customer Excellence - Service Delivery (Meets all of the requirements)
• Digital familiarity (Meets all of the requirements)
• Effective communication - Basic (Meets all of the requirements)
• Experience in a similar environment
• Openness to change (Meets some of the requirements and would need further development)
• Product and/or Service Knowledge (Meets all of the requirements)
• Sales Management (Meets some of the requirements and would need further development)