Barclays Bank Job Vacancies; Business Customer Advisor

Job Title:        Business Customer Advisor
Job Ref:    Lugazi Branch - 00155657
Job Location:   Lugazi, Uganda
Employer:    Barclays Bank UK
Job Type:    Full Time

About Us:
Barclays is a British multinational banking and financial services company headquartered in London. It is a universal bank with operations in retail, wholesale and investment banking, as well as wealth management, mortgage lending and credit cards. It has operations in over 50 countries and territories and has around 48 million customers. As of 31 December 2011, Barclays had total assets of US$2.42 trillion, the seventh-largest of any bank worldwide.

Job Overview:

•     Serve as the primary point of contact for Local Business customers within a Retail Team/outlet.
•     The primary purpose of the role is Local Business customer sales and service and customer acquisition, in line with compliance guidelines.  The role holder will NOT have an individual portfolio of customers.
•     Make appropriate introductions to the Business Development Manager where Local Business customer requires specialist advice and support, or to signpost them to external sources of support
•     Act as an integral member of the Retail Team.

Job Requirements:

•     Detailed knowledge and understanding of the challenges faced by a range of different businesses, and of the environment in which Local Businesses operate.
•     Proven performance as a Personal Banker or Corporate Support Assistant
•     Past experience in a Local Business role
•     Excellent communication skills, particularly oral.
•     Good Influencing and selling skills.
•     Excellent Interpersonal skills.
•     Keyboard/PC skills (basic).
•     Team working.
•     Prior experience in a customer sales or service environment
•     Detailed knowledge of account opening policies and procedures.
•     Comprehensive knowledge of the products and services offered to Local Business customers.
•     Detailed working knowledge of core Personal products and services.
•     Working knowledge of core Corporate products.
•     A general awareness of wider Bank issues and policies relating to Local Business.
•     Possess a basic understanding of Small Business risk policy and procedures.
•     Good working knowledge of relevant legislation.
•     Good knowledge of Bank’s internal systems, particularly those supporting Local Business.
•     Requires a good level of initiative to handle and resolve customer queries and complaints.
•     Needs to assess/analyse customer needs, both business and personal, in order to recommend appropriate products/services.  In particular, this will require a general knowledge of the challenges faced by a wide range of businesses, both established and starting up, and the appropriate application of this knowledge to the benefit of the customer.
•     Possess a high level of proactivity and initiative required in order to market and cross-sell bank products/services.
•     Possess the ability to guide customers in the preparation of borrowing applications.  Also, exercising initial judgement to establish the completeness of borrowing applications prior to submission to Retail Risk Units, providing appropriate advice to the customer as necessary.
•     Good understanding of Local Business and Personal products and services, plus a general knowledge of Group products and services.  Judgement will be required in relation to customer circumstances, to ensure appropriate introduction to specialist advice and support or to other customer propositions (especially Corporate Banking), bearing in mind cost to serve.
•     Self-sufficiency in personal management in order to ensure targets are achieved, through effective planning and monitoring of performance.
•     Requires a high level of team working, especially in outlets where there is more than one role holder, to ensure that the Contact Strategy is followed effectively.  Sales leads will need to be prioritised and shared amongst other role holders, and clear records of contact undertaken will be necessary.
•     Team working will also be required to ensure that an effective system is in place to provide cover for absences and meetings.
•     Regular communication with Retail Manager/Team Leader to set and review achievements of performance targets, discuss campaigns etc.
•     Communication with external customers forms the bulk of the role holder’s communication demands which mainly involves sales presentations, provision of information on bank products/services and resolution of customer queries.  This will require excellent oral communication skills, both face to face and by telephone.
•     Will be required to work effectively with colleagues within other support areas such as Retail Risk Unit, Central Operations Processing etc, and with colleagues within other sales areas such as Personal Bankers and Corporate Managers to ensure that a high level of customer service is provided at all times, and to maximise sales opportunities.
•     Written communication skills will be required to ensure correct and full completion of forms, and to be able to product standard and adhoc letters, as well as notes on customer contact undertaken.

Job Duties:
1. Sales and Service: 90%

•     Responsible for servicing the needs of Local Business customers, initiating cross-selling opportunities, and meeting the review requirements as outlined in the Local Business Contact Strategy.
•     Proactively generate customer interest in products and services, either by face-to-face (in branch) or telephone contact, following up leads provided by colleagues or from the Local Business Sales and Service Refer list.
•     Identify and solve problems for potential and existing Local Business customers, introducing them to more specialist advice, products and services as required.
•     Technically support customers to produce effective borrowing applications, and then submit these to the Retail Risk Unit.  Clear delivery of lending decisions, demonstrating ownership of the decision, and exploration of alternative solutions to ensure appropriate matching to customer’s needs, e.g. loan versus overdraft, or signposting to external grants.
•     Primary point of contact for the opening of Local Business accounts, following the Bank’s recruitment policies and procedures.
•     Will deal with reactive sales of Personal products and services to Local Business customers.
•     Successfully resolve Local Business customer queries and complaints, engaging sectoral colleagues as appropriate.
•     Achieve and seek to exceed all agreed sales and servicing targets.
•     Be an active member of the Retail team, supporting Retail staff and others in the delivery of excellent customer service.

2. Business Management:  10%

•     Responsible for recording and maintaining personal performance records.
•     Plan a personal campaign of sales activity around promotions or initiatives to meet personal objectives and targets.
•     Undertake continuous development of self and proactively share learning with others.
•     Embrace and support the management of change.
•     Update/maintain Customer Information and Contact History records.
•     Adhere to rules relating to controls and compliance.
•     Assist in Local Business business development activity.

Deadline Date: 15/05/2014

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