Relationship Manager - Retail Real Estate

Job Purpose:

To create and maintain relations with existing and potential customers identify and initiate selling and cross selling initiatives, and provide ongoing high quality customer service, with the aim of achieving set targets, and contributing to the profitable of SIB, in line with strategic guidelines and Bank procedures and policies

Key Accountabilities

Customer Service:

• Acquire new to bank/ potential customer for Retail real estate finance / mortgages via daily sales calls and visits.
• Customer complaint resolution through proactive customer service.
• Develop relationship with target Channels: developers, real estate agencies, mortgage brokers, government entities, and overall business channel.

Relationship Identification:

• Identifies and establishes new relationships, consistent with the Bank's retail objectives, so that SIB market share is maximized.

Competency: Customer Service & Consumer Protection:

• The employee should demonstrate a thorough understanding of Consumer Protection Regulations and adhere to the bank's standards for fair treatment of customers, ethical conduct, prompt resolution of customer complaints, provide accurate and comprehensive information to customers, and compliance with applicable laws and regulations. The employee should continuously strive to improve their knowledge of Consumer Protection Regulations and seek opportunities to provide input on bank policies and practices

Sales Targets:

• Achieves and maintains monthly and yearly assigned sales targets, follow up achievements and take corrective action whenever needed to keep sales targets achievements within track.
• To maximize home finance product sales by making proactive sales efforts and capitalizing on cross-selling retail banking products in order to achieve the sales assigned targets.
• To ensure the submitted customer applications and documentations are complete and error free.

Product Service Communication:

• Maintains ongoing dialogue with customers to ensure that they are aware of all SIB retail real estate product /services relevant to their situation.
• To assist in conducting promotional activities, meetings and road shows in the assigned area to achieve the budgeted sales volume.

Benchmarking:

• Benchmark SIB product/service features and performance against those of local competitors so that SIB product/service developers are aware of market trends and can design products/services that are competitive and in line with premium customer's expectations.
• To provide ongoing customer I market feedback to the Team leaders to improve business and processes. To assist in capturing the market share to meet Bank's targets.

Consumer Protection:

• Ensure compliance with consumer protection standards including treating customers fairly, providing accurate information about products or services, responding promptly and courteously to inquiries, complaints, and feedbacks, protecting customer data, identifying and reporting any suspicious or fraudulent activities, continuously improving customer service and keeping abreast of regulatory expectations and SIB Conduct Risk Framework and associated procedures.

Policies & Procedures:

• Recommends improvements to departmental procedure and direct the implementation of instructions and controls so that all relevant procedural/legislative requirements are fulfilled white delivering a quality cost-effective service to customers.
• Ensure compliance to Bank policies, procedures, KYC and Central bank regulations.

Qualifications & Experience:

• Minimum Qualifications: Bachelor / Diploma Degree in any commercial related field.
• Minimum Experience: 3-5 years experience in the field ofmortgage / retail home finance sales preferably in the banking sector
• Language Skills: Strong in both oral and written: English (Arabic advantage)