Managing relationships with premium segment clients by adhering to the highest standards of service quality, responding to their inquiries, and processing their transactions with the required speed and efficiency — all with the aim of strengthening the relationship with them and attracting new clients from this segment. Additionally, promoting the bank's services and products, including new offerings, and explaining them in a clear, accurate, and professional manner in order to increase the bank’s sales and achieve the desired objectives.

Requirements

University degree in administrative sciences, banking, or any related field.

Practical experience of no less than 3 years in sales management and customer service.

Practical experience with CRM-CX systems.

Knowledge of the English language.

Thorough knowledge of the bank’s services, products, and approved programs.

Good knowledge of policies and procedures governing work and their updates (both internal and external).

Proficiency in using computers and working with various applied systems.

Skills in direct selling, cross-selling, and relationship management.

Time management skills.

Analytical skills.

Ability to negotiate and persuade.

Ability to motivate and work in a team spirit.

Politeness and good manners.

Ability to understand clients’ needs.

Ability to plan, implement, and manage educational workshops related to sales and services.

Ability to handle and resolve customer complaints within authorized limits.

Verbal communication skills and the ability to interact with others (internal and external clients).

Ability to handle work pressure.

Responsibilities:

1. Welcomes premium clients, understands their requests and needs for the bank’s services and products, and works to fulfill them efficiently with the highest levels of service within defined standards. Responds to their inquiries in a way that reflects positively on the bank and ensures building good, long-term relationships to guarantee their ongoing business with the bank.
2. Markets all the bank’s services and products, including new ones, to premium clients and explains them clearly, professionally, and accurately to increase the bank’s sales of these services and products and achieve objectives.
3. Implements the external and internal sales plan to acquire new clients in the premium segment. Conducts regular field visits to current and targeted clients to open new communication channels and attract a new client base, contributing to the growth of the bank’s portfolio in both assets and liabilities.
4. Studies credit facility requests submitted by portfolio clients, verifies completeness of data and necessary information, ensures compliance with conditions and approved credit policy, checks completeness of documents, records recommendations, and forwards them to the direct supervisor.
5. Manages relationships with premium clients within the portfolio and works on developing and providing high-quality service through various bank service channels, including cross-selling and after-sales services. Receives requests (including client requests) through the CRM-CX system or related forms for:
• Opening new and additional accounts and related tasks and modifications, including linked accounts.
• Requests for issuing balance certificates, interest, and commissions.
• Requests for subscription, rental, renewal, and cancellation of safety deposit boxes.
• Requests for credit cards, Visa Electron, prepaid cards, and electronic services.
• Requests for opening, renewing, and canceling deposits and certificates of deposit on the banking system.
• Requests for standing orders and instructions.
• Requests for transfers between accounts.
• Requests for personal loans (personal advances, car financing, housing loans).
• Requests for power of attorney.
• Requests for special conditions.
• Receives checkbook requests and inputs them into the automated system.
• Issues and executes transfers on the automated system.
• Updates premium clients’ data.
6. Follows up on the execution of premium segment transactions by the relevant departments, ensures completion of all documents and rectification of transaction errors, reviews pending (unexecuted) transactions, and identifies reasons for non-execution to ensure processing and protect the bank’s rights.
7. Collects various information about premium clients and updates their data in coordination with relevant departments to maintain accurate and up-to-date information for communication and to identify potential sales opportunities.
8. Monitors and promotes premium client services and encourages clients to develop their relationship with the bank to increase profitability for this segment.
9. Handles telephone and verbal inquiries from premium clients and provides solutions to problems that may arise during transaction processing as quickly as possible to facilitate service delivery. Follows up on any feedback or suggestions from clients and takes them into consideration to strengthen relationships.
10. Ensures compliance with audit, regulatory, and anti-money laundering requirements, conducts “Know Your Customer” reviews, and assesses risks related to onboarding new clients.
11. Works closely with branch/area managers and the segment development unit to build a selected premium client base, ensuring increased bank profitability and achievement of required performance indicators.
12. Proposes, in coordination with relevant parties, modifications to bank products and services and contributes to proposing new competitive products based on feedback received from clients of various targeted products.