The Universal Banker is responsible for driving growth in deposit, lending, and transactional business by providing comprehensive financial solutions to both SME and Retail customers. This role integrates relationship management, sales, and service excellence to deliver a seamless customer experience, deepen wallet share, and achieve profitability targets.
Key Responsibilities
Sales & Business Development (40%)
Proactively sell and cross-sell the Bank's full range of products, including accounts, loans, cards, insurance, and digital solutions to SME and Retail clients.
Develop and manage a robust pipeline of prospects through active fieldwork, networking, referrals, and digital channels.
Achieve set sales and revenue targets for deposits, loans, and non-funded income.
Conduct needs analysis to match customer financial goals with suitable Bank solutions.
Monitor performance reports for branch sales and bank products.
Grow the bank's market share and Non-Funded Income (NFI) for specific segments.
Initiate and champion branch activations, product launches, and CASA-related campaigns.
Relationship Management (30%)
Maintain regular contact with existing customers to ensure satisfaction and resolve complaints promptly.
Identify opportunities for up-selling and cross-selling through proactive engagement.
Serve as the primary relationship contact for assigned SME and Retail clients, providing tailored financial advice.
Deepen relationships by promoting digital adoption and increasing product penetration per customer.
Customer Experience (10%)
Deliver consistent, high-quality service experience across all customer touchpoints.
Ensure all customer requests, enquiries, and issues are resolved within the set Service Level Agreements (SLA).
Promote self-service and digital banking usage among customers.
Risk & Compliance
Maintain operational risk management guidelines to ensure compliance standards are met.
Adhere strictly to prudential guidelines, including KYC (Know Your Customer) and AML (Anti-Money Laundering) requirements.
Continuously review business operational policies and procedures to ensure adherence.
Monitor the branch portfolio at risk (PAR) to remain within accepted bank standards.
Ensure accuracy and completeness during credit assessments.
Market Intelligence
Monitor competitor activity, customer trends, and emerging opportunities in the SME and salaried segments.
Provide timely reports on sales performance and market insights to management.
Safeguard and promote the bank’s image with the public.
Requirements
Qualifications & Experience
A University Degree, preferably in a business-related field.
2 – 5 years of banking experience with a proven track record in establishing and managing client relationships.
Core Competencies
Strong sales and negotiation skills.
Excellence in delivering results and meeting customer expectations.
Entrepreneurial and commercial thinking.
Decisive and proactive in initiating action.
Strong networking and relationship-building abilities.
Persuasive and influential communication style.
Effective planning and organizational skills.
Key Relationships
Primarily serves Consumer & Business Banking Clientele.
How to Apply
Interested and qualified candidates should apply online through the SBM Bank application portal on their official website. Apply Here or visit www.sbmbank.co.ke for more information.
How to Apply
Interested and qualified candidates should apply online by visiting the SBM Bank portal via the following link: Apply Now. For more information, visit the official company website at www.sbmbank.co.ke.
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