Customer Relationship Officer – SME, Karate Branch

NBC is Tanzania’s longest-established bank, with a rich history spanning more than fifty years in the financial sector. The institution delivers a comprehensive suite of banking solutions, including retail, business, corporate, and investment banking, alongside wealth management products and services. Job Summary Acquire and cultivate relationships with Small and Medium Business customers by employing a proactive and consultative strategy that aligns with NBC policies and procedures. Employ customer-centric strategies to deliver comprehensive financial solutions tailored to both simple and intricate financial requirements, ensuring a thorough grasp of clients’ operational workflows. Deliver a tailored customer experience that reinforces NBC’s value proposition by sustaining consistent engagement with clients to uphold their overall satisfaction. Proactively monitor customer transaction trends and movements to oversee and maintain the quality of assets and liabilities within the portfolio. Job Description Key Accountabilities Sales and Relationship Management : 40% Outputs to deliver this accountability Maximize client profitability by consistently meeting or exceeding agreed-upon targets for assets, liabilities, interest, and noninterest revenue. This is achieved through the strategic identification, cultivation, and strengthening of client relationships to secure additional wallet share from Small and Medium Business clients. Deliver tailored solutions by leveraging a comprehensive suite of products and services designed to meet their evolving financial needs. Maintain consistent, high-value engagement with clients through regular face-to-face meetings and clear communication, ensuring each interaction has defined objectives and measurable outcomes. Recognizing and comprehending clients’ business cycles, financial objectives, and needs intuitively, you will deliver comprehensive financial solutions in collaboration with product specialists, ensuring a proactive and holistic approach. Develop and oversee a robust pipeline of business prospects, while actively cultivating referrals to expand the asset and liability portfolio. Develop and refine Customer Relationship Management strategies for the Top 10 borrowing clients and Top 10 non-borrowing clients, ensuring ongoing oversight and continuous improvement of the plan. Maintain meticulous and current documentation of all client interactions, whether successful or attempted, in Call Reports. Customer Service: 20% : Demonstrate proactive and professional client engagement by delivering accurate and timely responses to inquiries about available products and services. Consistently address customer complaints with urgency and maintain ongoing communication regarding unresolved issues to ensure timely follow-up and resolution. Maintain precise documentation of client interactions, including discussions and written communications, ensuring thorough and organized record-keeping. Skilled in fostering seamless collaboration between client engagements and internal bank departments, ensuring cohesive operational alignment and enhanced service delivery. Educate clients about the bank’s offerings, including its products, services, and operational processes. Incorporate client feedback to enhance and refine the product and service offerings, ensuring continuous improvement and alignment with customer needs. Compliance and Risk Management: 20% Outputs to deliver this accountability: Ensure adherence to and promote awareness of Know Your Customer (KYC), Anti-Money Laundering (AML), and Financial Sanctions and Prohibitions of Business Activity policies. On a monthly basis, conduct a thorough review of the portfolio to verify that all necessary documentation—including KYC, AML, and Sanctions—remains current. Any unresolved KYC requirements must be promptly escalated to the designated stakeholders for resolution. Verify and authorize each loan application and legal document, ensuring accountability for their accuracy and quality.

• Evaluate accounts that may pose potential risks and recommend appropriate risk mitigation strategies by analyzing excess reports on a daily basis and conducting regular monitoring of client transactions. Conduct ongoing research, analyze industry publications, and engage in professional networking to maintain a comprehensive understanding of trends, developments, and emerging risks or opportunities within the sector.
• Spearhead the credit review process, encompassing both new and renewal applications, by compiling and submitting all required documentation to the credit department in accordance with the checklist, alongside a thorough call report and renewal paperwork, ensuring submission at least 90 days prior to facility expiration. Manage client accounts efficiently by ensuring timely submission of required financial documents, proactively following up on unsettled securities, and consistently updating credit files to maintain accurate records. Respond promptly to reports concerning loans in arrears or excess amounts by

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