PW Private Banker UHNW BS at FNB South Africa

Job Description

• To proactively acquire new clients and develop, maintain and expand a client portfolio through high touch professional and personalised relationships with high nett worth clients and the provision of holistic and appropriate solutions in meeting client’s needs.
• Identify, control and escalate potential risks which may lead to increased costs.
• Manage costs or expenses within approved budget to achieve cost efficiencies.
• Deliver against operational and cost targets.
• Prioritise resource allocation in order to minimise and reduce wastage.
• Drive adoption of digital and other self-service options across client base.
• Collaborate closely with relevant business units and FNB product houses as per strategy.
• Be an ambassador for FNB as a financial service provider encompassing FNB internal values and ethical standards.
• Maintain expert knowledge on all FirstRand approved products, application procedure, processing and timelines in order to drive and achieve relevant sales targets.
• Ensure that the quality of advice remains high and consistent and in line with FNB’s investment philosophy and product approved matrix.
• Liaise and interact with clients and or customers via approved communication channels in a positive and helpful manner.
• Respond to customer requests in a timely and efficient manner.
• Increase the effectiveness and efficiency of operational services by communicating with and actioning stakeholder concerns.
• Resolve customer dissatisfaction/complaints by taking ownership of the problem.
• Analyse customer feedback to help improve customer service.
• Ensure that delivery is accurate, timeous and of an acceptable standard.
• Ensure that product or service knowledge and advice is technically accurate.
• Know and understand customer needs in order to deliver a quality service.
• Propose ideas to improve customer service.
• Manage stakeholders and adhere to relevant SLA agreements.
• Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
• Maintain and build relationships for purposes of expectation management, knowledge sharing and integration.
• Inform and educate customers on products and services to ensure retention of existing customers.
• Liaise and interact with clients and or customers via approved communication channels in a positive and helpful manner.
• Maximise cross-selling opportunities.
• Advise on and provide support to ensure the effective resolution of customer queries in order to ensure customer satisfaction and retention.
• Engage with clients to understand their unique requirements, drive value optimisation and advise on best options for product integration and wealth management.
• Manage the growth of active customer account base.
• Take all necessary actions to ensure compliance with relevant statutory, legislative, policy and governance requirements in area of accountability.
• Maintain expert knowledge on relevant legislative amendments, industry best practices and FNB’s internal compliance procedures and requirements.
• Ensure compliance is adopted in terms of systems and procedures as laid out by FNB.
• Implement and provide input into the development of governance and compliance procedures and processes within area of specialisation and identify risks.
• Ensure optimal usage and protection of business assets.
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data.
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets.
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities.
• Develop new insights into situations and apply innovative solutions to make organisational improvements.
• Analyse client’s current product offerings and solutions with the aim of ensuring FNB is the client’s primary banking institution. 
• Identify additional financial services requirements through all aspects of the clients’ balance sheet
• Implement, track and report on client campaigns and initiatives.
• Achieve sales targets in line with performance scorecards and achieve an acceptable cost of sales ratio
• Identify opportunities to increase sales revenue and to grow the organisation's client base while containing costs.
• Ensure fulfilment of the sales processes until client is fully on-boarded into the correct service model.
• Ensure increasing number of clients by selling the full respective value proposition (bundle products) and ensure clients are registered on digital and other self-service options.
• Identify and correct sales process problems and escalate where necessary. Continuously improve sales processes.
• Maintain expert knowledge on all FirstRand approved products, application procedure, fulfillment processes and timelines in order to drive and achieve relevant sales targets.
• Maximise cross-selling opportunities.
• Identify effective activities to address own development gaps.
• Create own development plan and review plan with team leader or manager.