Business Relationship Officer at Affinity Ghana

Job summary

• As the Business Relationship Officer, you are responsible for managing business customer expectations, identifying new business opportunities, and recording daily customer transactions to achieve the assigned asset and liability targets.
• You will grow and retain a portfolio of SME customers by performing a proactive, mobile, value-adding financial partnership role, ensuring that a full array of customized and relevant financial solutions and services tailored to meet the growth needs and potential of the customers are provided.

 
Key responsibilities
Customer Experience 

• Understand the customer – both its operations and the sector it operates in order 
• to provide relevant tailored solutions
• Drive customers to adopt digital platforms to reduce customer friction and service latency
• Interact frequently and closely with all customers to analyze and establish ongoing needs and to assist customers to better understand their financial requirements
• Accurately and efficiently process customer mandates/ documentation requirements
• Demonstrate customer obsession, by ensuring the customer is central to everything
• Ensure customer queries and service requests are done within the shortest possible time
• Develops and maintains good relationship with all clients

 
Sales Growth 

• Develop and implement a customer-calling schedule to visit all customers in the portfolio
• Conduct a full customer value analysis on customers with the view of understanding customers’ businesses and identifying opportunities to bank their ecosystem
• Develop and manage a pipeline of new customers to join Affinity
• Offer solutions (lending, transactional and investment) to customers based on their need
• Ensure that products/solutions offered to customers are fit for their needs and the customers understand the workings of the products as well as pricing. Avoid misselling
• Coordinate with Hub supervisor and Hub coordinator to schedule sales programs and promotion for new markets. 
• Ensure customers are effectively onboarded and retained through their life cycle with Affinity

Credit Risk Management 

• Plan and implement annual credit reviews for the portfolio
• Support customers in the completion of credit application information requirements
• Motivate and process non-pre-qualified credit applications
• Notify customers regarding the approval/ decline of credit facilities
• Monitor of daily customer activities (leveraging on tools provided) to ensure that client facilities are managed within the parameters set by Risk
• Exercising discretion regarding account conduct based on a close knowledge and understanding of customer activities
• Provide first-level defense against deterioration of loan portfolio
• Ensure all covenants/conditions are met by customer before disbursement and on an ongoing basis

 
Compliance and Regulatory 

• Ensure that all KYC and AML requirements and documents are accurate and documents (prior to account opening and on an ongoing basis) adequate for all customers in portfolio. 
• Use customer information proactively in the prevention of fraud 

Key skills and requirements

• Strong selling and relationship management skills 
• Critical thinker with excellent analytical skills 
• A ardent and creative problem-solver 
• Excellent planning skills to ensure effective planning of the portfolio 
• Customer-oriented with an ability to empathize with customers in every situation
• A strong network
• Strong commercial awareness to ensure portfolio is delivering value to the organization. 
• Pays attention to details
• Very decisive and taking ownership 
• Curious mind with a strong desire to learn and adapt to situations 
• Digitally-savvy and a strong desire for driving financial inclusion through digital technology 
• A good understanding of analyzing financial statements and credit risk management 
• Strong quantitative thinking skills 
• Education and professional training
• Minimum of a bachelor’s degree in any area from a recognised and accredited institution 
• At least three (3) years’ experience in relationship management in the SME segment 
• At least one (1) year experience in a credit /risk environment