The Universal Banker within Main Market Entrenchment is responsible for executing client entrenchment, onboarding, activation, cross-sell and retention activities across Personal and Private Banking (PPB). This role is focused on engaging clients through outbound and virtual channels such as calls, chat and email to improve client activation, reduce attrition, increase transactional activity and deepen client relationships.
The role requires a sales-driven individual who can confidently engage clients, identify opportunities, promote appropriate banking solutions and contribute to campaign-based Key Performance Indicators while maintaining a strong client experience and full adherence to risk, compliance and FAIS requirements.
Key Responsibilities:
- Execute Main Market Entrenchment activities aligned to campaign objectives, including client activation, onboarding, cross-sell, retention and engagement.
- Contact clients through outbound and virtual channels to improve transactional activity, increase product uptake and support client retention.
- Identify client needs through meaningful conversations and recommend appropriate banking solutions that support deeper client relationships.
- Deliver on agreed sales, service and campaign Key Performance Indicators in line with defined guidelines, frameworks and success measures.
- Educate clients on relevant banking processes, digital functionality, self-service channels and their rights and obligations in line with the Code of Banking Practice.
- Maintain accurate daily activity reporting, update required tools and templates, and contribute to weekly, monthly and quarterly performance reporting.
- Understand the risks associated with client demand and ensure all activities are executed in line with risk, compliance, FAIS and internal policy requirements.