Private Client Advisor
Commercial International Bank
Total years of experience :14 years, 11 Months
• Manage existing portfolios of High Net Worth Individuals (HNWI) while acquiring NTB customers through assisting clients in planning an achieving their life goals to provide them with the most suitable offering.
• Provide a professional dedicated relationship through the implementation and continuous revision of customers' financial plans and active managers of the customers' assets and finances.
• Work closely with CI Capital Asset Management/Brokerage to manage portfolio allocation depending on the clients risk appetit through offering the customer Portfolio Management, Brokerage services, Fixed Income Products, Treasury bills and bonds, dual convertible deposits, emerging market bonds, global market bonds, GDRs, and plain deposit products.
• Gather relevant information about clients, examine their financial status and propose a strategy or a plan for how they can achieve their goals while maximizing their revenues.
• Responsible for financial planning through performing financial risk profiling, asset allocation and rebalancing of portfolios in order to ensure that all customer data are up to date, and that quarterly updates on each customer's financial situation and goals are obtained.
• Solve all customer issues and strive to achieve the highest standard of quality through professional customer handling.
• Track HNWI customer's inflows and outflows on a daily basis and contact customers to seek information behind unexpected behaviors.
• Coordinate effectively with support units to ensure that customers' requests are processed timely and efficiently.
• Develop knowledge and information continuously about competitor activity, pricing, and tactics and communicate feedback and suggested improvements to product managers and support functions.
• Manage efficiently the portfolio of customers designated, Acquire new to bank customers, Enrol, and upgrade existing customers along with cross-selling all exclusive products to the customer to achieve set target and annual plan.
• Review reports provided from Quality Assurance Department & Call Centre which indicates the level of service rate of complaints, then ensure that any customer complaint is solved, as well as striving for achieving the best in class service through professional customer handling.
• Track Wealth customers' inflows and outflows on a daily basis and contact customers to seek information behind unexpected behaviours.
• Insuring that a consistently high level of customer service is maintained by effectively dealing with Wealth customer's queries and complaints.
• Provide effective feedback to Cluster Head to enable appropriate tracking of sales activities and alternative plans in case of need.
• Ensuring that the required awareness about the proposition is provided to branch heads and all front liners in order to create quality referrals.
• Attend meetings with segment management to address Wealth customers needed service and products.
• Prepare a daily sales report including all sales activities and call reports to share it with Cluster Head.
• Seek and continuously develop knowledge and information about competitor activity, pricing and tactics and communicate this within division.
• Achieve assigned targets / volume / attrition / x-sell / deep-sell for the branch in both assets and liabilities. Ensure that targets are met through walk-in, relationship building and deepening of existing customer base and companies and micro marketing in the branch area.
• To ensure that every customer interaction is conducted as a superior service experience and in line with the defined CIB customer experience standards and bank service indicators (including wait time, telephone timeliness, reply to customer queries and messages etc.)
• To ensure that all sales are conducted in a transparent and ethical way. And to provide financial services to customers exceeding their expectation by delivering unbiased, timely, and competent and error free service.
• Providing constructive and constant feedback on improvement of products, services and processes to reduce processing time or cost and enhance customer satisfaction.
• Attend daily morning / weekly sales meetings with the proper data and plans to commit to sales targets as per plan.
• Perform all the functions as Sales and Services Head including the authorization on the different systems according to SOP.
• Analyze and have a deep understanding of their portfolios including developing, maintaining and updating customer profiles and current and future needs.
• Work in close coordination with all support units to deliver an exceptional customer experience standard and ensure that branch service standards are met by the branch staff.
• Take complete ownership of customer issues and problems including coordinating a resolution with support units and communicating the solution to customer in a timely manner.
• Improve retention in line with branch plan for all products by ensuring that all customer needs are identified and proper solutions and offers provided in a timely manner.
• Minimize operational errors and document resubmission through comprehensive document check and proper solutions and offers provided in a timely manner.
• Thorough knowledge of products, promotions and services offered by the bank also ensure basic knowledge of products offered by competition knowledge and adherence to all bank and central bank policies.
• Sell consumer-banking products to existing and new branch customers.
• Strive towards managing customer expectation and specific requirements and queries for each interaction.
• Provide continuous feedback and seek guidance assistance and approval from direct supervisor on any irregular or suspicious transaction.
• Coordinate with departments / units to resolve any customer problems and queries.
• Cross-sell products based on customer potential and needs without affecting their primary work and service standards.
• Log every customer complaint, inquiries and forward to the Customer Care Unit.
• Sell consumer-banking products to existing and new branch customers.
• Strive towards managing customer expectation and specific requirements and queries for each interaction.
• Provide continuous feedback and seek guidance assistance and approval from direct supervisor on any irregular or suspicious transaction.
• Coordinate with departments / units to resolve any customer problems and queries.
• Cross-sell products based on customer potential and needs without affecting their primary work and service standards.
• Log every customer complaint, inquiries and forward to the Customer Care Unit.
Assigned to a taskforce (formed of 3) to collect all company reference cases and convert them to its newly developed Knowledge Management system and upload over its portal, reported directly to the Director of Consulting Operations.
Pass