JOB SUMMARY

The Personal Banking Officer oversees a portfolio of consumer loan accounts, ensuring adherence to the Eastern Caribbean Central Bank’s (ECCB) guidelines and the Bank’s policies and procedures to foster profitable customer relationships. With a focus on relationship management, business development, portfolio diversification, and effective delinquency management, the Personal Banking Officer plays a crucial role in the effective management and expansion of the Bank’s Credit function.

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

BUSINESS RESULTS: Financial goals which are important to ensure business sustainability.

1. Support the reduction of operating expenses by prudently using assigned resources and eliminating waste.
2. Provide sales referrals to the relevant departments.
3. Support financial resilience initiatives / adopt department cost-reduction strategies / support digitization efforts to lower operating costs.
4. Execute the Service Disciplines/Standards consistently by meeting and/or exceeding weekly, monthly, and annual referral and sales targets.
5. Contribute to ensure that the Unit’s overall targets are met, with any negative variance not exceeding 10%.
6. Meet deposit and lending goals, achieve referral and cross-segment referral targets, focus on non-interest revenue by promoting insurance products, overdraft protection, and new card products, and adopt digital tools (CRM).

CUSTOMERS: This is how the Bank is viewed by its external customers and how well employees are serving their internal customers.

1. Ensure timely and accurate delivery of services to internal and external customers.
2. Respond to requests, concerns, complaints, or feedback in a timely manner, demonstrating a commitment to addressing issues and improving processes.
3. Receive, document, and resolve customer queries & complaints; where the same has been forwarded to another officer/unit for resolution, ensure adequate follow-up.
4. Collaborate with internal departments to address client concerns and resolve issues effectively.
5. Deliver a consistent and superior customer experience during all interactions to support portfolio growth by ensuring the delivery of NBD’s Sales Process.
   1. Prepare by staying updated on NBD’s offerings and market trends, conducting thorough research on customers, and identifying relevant products to address their unique needs.
   2. Build rapport by creating a welcoming environment, maintaining strong relationships through personalized communication, and showing genuine interest in customers’ financial goals and circumstances.
   3. Discover needs by engaging in detailed conversations, using active listening, and probing questions to understand customers’ financial situations and goals, and documenting their information to identify opportunities for NBD’s products and services.
   4. Discuss solutions and resolve concerns by presenting tailored financial solutions, clearly explaining product benefits and features, and addressing any customer objections with effective resolutions.
   5. Follow through by accurately documenting and processing transactions, monitoring the implementation of solutions to meet customer expectations, and maintaining ongoing communication for updates and support, while taking full ownership for every customer transaction until resolved.
   6. Ask for additional business by identifying opportunities to offer beneficial products, encouraging customer referrals, and regularly reviewing financial portfolios to suggest upgrades or new products.
6. Attend kick-offs, department meetings, and coaching sessions to develop skills, share successes, communicate results, and continuously improve service delivery.
7. Maintain an organized and professional appearance of the personal workstation, counter, and areas behind the counter.
8. Ensure the delivery of the Sales Disciplines/Standards by making every customer feel welcome, understanding and anticipating their needs, providing tailored advice and solutions, and following through on commitments.
9. Initiate proactive conversations with customers to promote the use of alternate self-service banking channels including Online Banking, Mobile and Telephone Banking, ATMs, and refer customers to the appropriate personnel or designated area to facilitate sign-up.
10. Stay informed about marketing offers and confidently communicate the benefits and safety of using self-service channels.
11. Maintain service discipline, follow branch survey action plans, proactively contact customers, manage planned appointments, handle customer complaints, and work towards digital adoption goals.
12. Read and understand all relevant legislation, regulations, policies, and procedures to ensure that the requirements contained therein are always maintained.
13. Actively promote the bank’s products and services to meet customer needs and demands.
14. Make appropriate referrals to relevant officer, supervisor/manager, or segment partners, including but not limited to Personal Banking, Client Relationship, Business Banking, and Small Business partners, when specialized skills or knowledge are required, ensuring customers understand the benefits and following through for a satisfactory conclusion.

OPERATIONS: Internal processes most critical for attainment of Bank’s objectives.

Customer Outreach and Relationship Building:

1. Allocate a substantial amount of time to proactively engage with prospective customers, cultivating relationships, and participating in networking activities.
2. Conduct preliminary interviews with customers to assess their suitability and needs.
3. Sustain ongoing customer relationships through diligent follow-up calls and regular interactions.
4. Execute tasks including cold calling, attending networking events, and maintaining customer relationships through diligent follow-up calls to effectively achieve assigned targets.
5. Identify customers’ needs through extensive research, interviews, reviews, networking, targeted initiatives, and relationship development, with emphasis on profitable relationships.

Loan Portfolio Expansion and Management:

6. Manage a portfolio of retail loans including personal, auto/vehicle, mortgages, lines of credit, and credit cards.
7. Expand the credit portfolio by recommending appropriate products/services/solutions aligned to customers’ needs.
8. Develop and manage an approved individual Marketing and Sales Plan to target and acquire profitable niche markets/new customers, promoting and cross selling the Bank’s products and services.

Loan Adjudication

9. Review credit requests to ensure compliance with lending policies/regulations and gather necessary information for assessment.
10. Conduct checks and balances for short-listing credit requests, including field visits, credit report confirmations, financial analyses, and customer interviews.
11. Verify the accuracy of applicant-provided information, evaluate creditworthiness and loan risk according to policies and procedures, and forward applications to underwriting for approval.
12. Oversee the closing process for approved loan applications, review and request necessary closing documents, ensure compliance with all closing conditions, coordinate closing appointments with customers, and retain and file loan documentation appropriately.

Delinquency Management

13. Perform the daily NSF review function to determine which checks/other items drawn against insufficient funds will be accepted OR returned as per approved guidelines.
14. Document all delinquency management efforts/activities in the respective credit files and in the ‘Notes’ section of the Core Banking system to provide an on-going audit trail.

Continuous Improvement

15. Embrace the afternoon duty program to facilitate knowledge sharing and eliminate workflow backlogs within the department.
16. Maintain expected performance standards by achieving targets such as cross-sell ratios, closed referral ratios, call-to-contact ratios, and appointment-to-sales ratios, while complying with KYC and UTR goals and minimizing errors that cause service risks.

Reports

17. Prepare and produce daily/weekly/monthly reports as instructed.

COMPLIANCE: Following the processes and procedures as outlined in legislation, guidelines, policies, manuals, and any other relevant form of documentation.

1. Meet Regulatory Compliance requirements as outlined in the local Anti-Money Laundering and Countering of Terrorist Financing legislation, ECCB guidelines and International Standards such as the Financial Action Task Force
2. Comply with all Bank policies and procedures for all products, services, and customer transactions.
3. Ensure strict adherence to KYC and UTR regulations, including thorough identity verification and accurately track and record transactions for transparency and compliance.
4. Escalate any KYC concerns or irregularities to the Risk and Compliance department as required, ensuring that all potential risks are promptly addressed and managed in accordance with regulatory standards.
5. Identify and evaluate risk, suspicious activity and suspicious persons and notify the immediate supervisor/manager, Executive Manager Risk and Compliance. Where there is an immediate threat to the Bank, notify the Managing Director. Where the risk is physical, liaise with security personnel and the responsible Executive Manager
6. Ensure the bank and customer information is always kept secure and confidential.
7. Adhere to Bank security procedures with respect to assigned authorities and responsibilities.

TALENT: How employees must learn and improve in order to meet the Bank’s objectives.

1. Attend & actively participate in meetings, seminars, trainings, and any other bank approved/organized function.
2. Complete the required number of mandatory training sessions or hours as prescribed by the Bank.
3. Participate and collaborate in team projects and initiatives.

OTHER DUTIES

1. Assist and complete other duties as required.

SKILLS, QUALIFICATIONS AND EXPERIENCE                            

1. An associate degree in Banking and Finance, Management, Accounting, or related field.
2. At least 2 years of relevant experience in finance, banking, or related field, with experience in a sales environment.
3. Strong working knowledge of and proficiency in credit analysis and underwriting, ECCB credit guidelines and IFRS requirements in addition to financial software, tools, policies, and procedures and MS Office and data analysis.
4. Effective computer proficiency, communication, networking, sales, analytical, negotiation, and organizational skills, attention to detail, time management, and ability to follow instructions. Strong interpersonal and public speaking skills as well as business writing skills.
5. Able to work independently with minimal supervision while also collaborating effectively within a team environment.

COMPETENCIES                              

The incumbent will demonstrate competencies at the skillful level, meaning the incumbent is able to demonstrate skillful application through an understanding of the stated competency and its impact on the business, and is involved in problem-solving and process improvement. The incumbent may require help from an expert but usually performs the skill independently.

1. Leadership (Level 3): Demonstrates developing organizational, communication, presentation, negotiation, interpersonal, influencing, and decision-making skills.
2. Change Leadership (Level 3): Embraces change; adapts to new ways of doing things and surfaces concerns appropriately. Demonstrates behaviours that support change. Understand one’s role in NBD’s core purpose. Shares appropriate information with one’s manager and team members.
3. Strategic Thinking (Level 3): Demonstrate a sound understanding of the Bank’s position in the local, regional, and global context, including strengths, weaknesses, opportunities, threats, and the competitive environment. The incumbent maintains a focus on strategic and tactical goals and priorities when making decisions.
4. Strategic Influencing (Level 3): Can handle strategic communication issues internally and externally. The incumbent builds relationships with others such as industry experts to develop arguments, rationales, or plans of action to address strategic matters. The incumbent is mindful of the potential impact of words and actions and therefore is politically astute on how to adjust language and behavior within varying contexts.
5. Building Strategic Relationships (Level 3): Proactively seeks to collaborate with, and help, team members and managers. Seeks opportunities to meet new people within and outside the Bank and uses these connections where appropriate. Builds trust by being approachable, discreet and by demonstrating empathy.
6. Developing and Coaching Talent (Level 3): Open to receiving feedback and coaching and providing feedback to others. Encourages and supports colleagues in fulfilling their goals. Open to accepting new tasks and challenges.
7. Customer Focus (Level 3): Models service excellence by delivering on commitments to customers.
8. Results Focus (Level 3): Plans and executes work in an effective and efficient manner. Remains focused on results and will leverage resources available and solve problems creatively to get the job done.
9. Self-awareness and Personal Development (Level 3): Possess the ability to identify, articulate, and build on values, interests, skills, strengths, knowledge, experiences, and limitations to impact personal growth and professional success.

CORE VALUES                                 

1. Integrity: Ensures responsible and ethical behaviour and transparency in actions. Respects the privacy of individuals and the importance of safekeeping confidential information.
2. Mindfulness: Commits to the integration of mindfulness practices and principles within a corporate and organizational setting. Focuses on the present, is reflective and integrates learning.
3. Passion: Believes what the Bank does matters and takes satisfaction in elevating the lives of its customers.  Is inspired, creative and goes beyond limits to achieve goals.
4. Accountability: Fosters a culture of individual and collective accountability and focuses on finding solutions and achieving results to deliver on our commitments and protect the Bank’s assets.
5. Customer Focus: Commits to delivering superior customer service by treating customers with respect, courtesy, and sensitivity. Is accessible, responsive, and efficient when serving customers.
6. Teamwork: Commits to the common goal, shared vision, and values and to serve our customers. Works collaboratively, with each individual sharing perspectives, experiences, and skills toward collective accomplishment.

PERFORMANCE AND CONDUCT EXPECTATION                                   

1. Maintain a high standard of performance and efficiency in the execution of assigned tasks within agreed timelines.
2. Develop and maintain an attitude and approach to work that demonstrates professionalism, high service quality, and openness to feedback, learning and continuous improvement.
3. Develop a sound knowledge of all systems, policies, procedures, products, and services that guide the employee’s performance and conduct.
4. Demonstrate a professional standard of conduct in relation to attendance and punctuality, customer service, health and safety, and teamwork and collaboration.
5. Keep confidential all information on customers (names, personal details, etc.), and other company transactions and plans.
6. Be careful and alert with personal safety, safety of others, and company assets.
7. Attend all training sessions and staff meetings and provide suggestions and feedback.
8. Act in or provide relief for or support to other positions as required, in line with the relevant policy guidelines.
9. Authorize transactions & documents as permitted by the Signing Authority Policy.

RELATIONSHIPS                              

The incumbent will have a regular contact with various persons internally and externally to the Bank.  Primary relationships include immediate peers, supervisor and manager, colleagues in other departments, and customers. They will communicate by telephone, e-mail, letters, and in person on a daily basis.  They will be expected to build and develop cordial, professional relationships, and to work as part of cross functional teams.

TECHNICAL SKILLS            

1. Ability to use average writing skills, using accurate word usage, grammar, spelling, and punctuation in all written correspondence (emails, letters, memorandum).
2. Ability to add, subtract, multiply, and divide, using whole numbers, and decimals.
3. Ability to compute different calculations including rates, ratios, and percentages.
4. Basic understanding of professional phone etiquette, including tone and volume of voice.
5. Ability to use templates to generate letters and other forms of documentation.
6. Ability to use or to learn to use basic computer programmes to process words, figures, graphics, presentations, or general banking.

MENTAL EFFORT                

1. Ability to multi-task, work in a fast paced, changing environment and maintain a commitment to accuracy and timeliness.
2. Ability to follow policies, procedures, and written instructions, as well as verbal instructions or directions from immediate supervisor/manager.
3. Ability to work in a very competitive atmosphere where daily and weekly deadlines must be met.
4. Ability to generate independent thought while working collaboratively with others.
5. Agility to change course in an unpredictable working environment while respecting the regulatory framework in which the Bank operates.

PHYSICAL EFFORT                         

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ability to work normal hours and extended hours that will be required to execute the job tasks. These extended hours may be outside of normal working hours, weekends, and occasionally on public holidays.
2. Physical agility to facilitate movement from place to place.
3. Normal physical strength to handle routine office materials and tools.
4. Normal dexterity of hands and fingers.
5. Occasional lifting and transporting up to 10 lbs.
6. Use of keyboard and looking at computer screens for extended period could place a moderate visual demand on the incumbent.

WORK ENVIRONMENT                    

The incumbent works in a standard office environment and will be frequently required to travel via ground transportation to conduct site visits. The demands of the position are typical of the role of a field officer who works within an office and off-site environment.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The incumbent will be required to use acceptance device hardware parts, maintenance tools, vehicles, standard office equipment including, but not limited to, photocopier, printer, adding machine, shredder, scanner, desktop computer, laptop, tablet, desk phone, cell phone, keypad, and badge reader. The noise level in the work environment is usually moderate.

Periodic visits to other NBD branches or departments may be occasionally required.

Application Deadline:Friday, 23 May 2025