Relationship officer

We are inviting applications for the Relationship Officer for an International Bank based in London.

JOB ROLE

The Relationship Officer (RO) role has an objective of maximising income for the Bank by capturing the market potential presented by NRIs in the UK. The purpose of the role is to offer complete banking solutions, suitable as per the customer's requirements (both in the UK as well as in India). The role further exists to provide excellent customer service, which is the foundation for a happy customer.

JOB RESPONSIBILITY

• Complying with extant regulatory guidelines while acquiring new customers. Uses various methods including but not limited to client referrals, internal networks, corporate relationships etc. to acquire new customers.
• Meeting customers (including potential customers) at branches and/or any mutually convenient location with prior appointment, including customers' workplace or residence, as and when needed by the Bank.
• Calling/meeting all mapped customers, as required by the Bank.
• Profiling every new customer during on-boarding to understand the complete banking opportunity of the customer, as well as his/her family members in the UK, with focus also on the Banking needs in India.
• Identifying and pursuing opportunities of existing customers, which may result in incremental business for the Bank.
• Establishing and maintaining the highest level of customer service and delivery standards during all customer interactions.
• Supporting the branch's business development initiatives by promoting and attending business development and sales events.

• Adhering to conduct risk elements and customer servicing, as stipulated by the regulators.

• Responsible for all branch operations including but not limited to handling of cash, maintenance of cash register, ensuring compliance with the policies and procedures of the bank.
• Responsible for processing of Remittances.

• Ensure desired & uniform level of customer service to the branch customers; whether in front desk or in the teller area. This includes solving the customer queries efficiently, helping them with the alternatives and making sure that bank's processes and guidelines are followed in the same; within the desired timelines as per bank's commitment to customers.
• Ensure the rejections in transactions and account opening is kept at the minimum to ensure minimum customer inconvenience and the desired service timelines as communicated to the customer.
• Responsible to follow all the health & safety, operational risk and compliance guidelines in their day-to-day work as per the bank's policies.
• Ensuring requisite compliance with all applicable rules and regulations including specifically Know Your Customer (KYC), Anti Money Laundering (AML) requirements in line with the policies and procedures of the Bank
• Highest degree or ethics and conduct

KEY PERFORMANCE INDICATORS

Every RO who joins the Bank is expected to meet the parameters in line with the Bank's strategy, including but not limited to the following:

• Engaging with customers through physical meetings, as well as by calling them.
• Documenting the outcome of such meetings
• Actioning on tasks assigned to them within stipulated timeline
• Generate incremental business by acquiring new customers, as well as from existing customer base mapped to them
• Increasing product penetration to customers by offering NRE/NRO Accounts, UK Personal Bank account, Time deposits linked to the NRE/NRO/UK Personal Bank account, NR Home Loan, I-Direct (demat) account etc.
• Cross sell of all suitable products which are being offered by Bank, as per the Bank's approved framework