Relationship Officer

Responsibilities:

Customer Acquisition & Relationship Management:

• Acquire new customers and grow the organization's customer base through proactive business development and relationship management.
• Identify prospective customers through referrals, networking, field visits, existing contacts, market research, and other approved channels.
• Build and maintain strong, professional, and long-term relationships with existing and prospective customers.
• Conduct regular customer engagement and follow-up activities to understand customer needs and identify business opportunities.
• Serve as a key point of contact for assigned customers and provide timely support and relationship management.
• Maintain regular communication with customers to promote retention, satisfaction, and account growth.
• Develop a strong understanding of customers' financial needs, business activities, and transaction patterns.
• Identify opportunities to deepen customer relationships and increase the value of existing accounts.

Sales & Business Development:

• Drive sales of the organization's financial products and services to existing and prospective customers.
• Generate qualified leads and convert prospects into active customers.
• Develop and maintain a strong sales pipeline and ensure consistent follow-up on prospective customers.
• Meet and exceed assigned customer acquisition, deposit, revenue, loan, transaction, or other applicable business targets.
• Identify cross-selling and upselling opportunities across relevant products and services.
• Develop and implement effective strategies for acquiring and retaining high-value customers.
• Participate in customer acquisition campaigns, marketing activities, networking events, and field business development initiatives.
• Conduct presentations and explain relevant products, services, features, benefits, and requirements to prospective customers.
• Negotiate and facilitate customer engagements within approved policies and procedures.
• Monitor competitors, market developments, customer preferences, and emerging business opportunities.

Banking & Account Management:

• Manage assigned customer accounts and portfolios in accordance with organizational policies and procedures.
• Monitor account activity and identify opportunities, unusual patterns, service issues, or potential risks requiring attention.
• Support account opening, documentation, onboarding, and other customer account processes.
• Ensure customer documentation is complete, accurate, and updated as required.
• Follow up on inactive, dormant, underutilized, or potentially high-value accounts to improve account activity and customer engagement.
• Support customers with relevant banking or financial service enquiries and coordinate with internal teams where necessary.
• Maintain accurate customer records and ensure all customer interactions and business activities are properly documented.
• Follow up on outstanding customer requests and ensure timely resolution.

Deposits & Portfolio Growth:

• Drive deposit mobilization and growth within the assigned customer portfolio.
• Identify opportunities to attract new deposits and increase existing customer balances.
• Develop relationships with individuals, SMEs, corporate organizations, institutions, and other potential depositors where applicable.
• Monitor portfolio performance and develop strategies to improve customer activity and revenue contribution.
• Identify opportunities for additional financial products and services based on customer needs.
• Support the achievement of overall branch, team, and individual business targets.

Customer Service & Retention:

• Provide professional and responsive service to customers.
• Resolve routine customer complaints and service issues or escalate them appropriately.
• Maintain strong customer satisfaction and engagement.
• Follow up with customers after onboarding, product uptake, transactions, or service requests.
• Identify potential customer dissatisfaction and take proactive steps to address concerns.
• Maintain professional relationships while ensuring compliance with organizational policies and service standards.

Compliance & Risk Management:

• Ensure customer acquisition and account management activities comply with applicable banking regulations and internal policies.
• Support proper Know Your Customer (KYC), customer due diligence, and documentation requirements.
• Ensure customer information and documentation are properly maintained and updated.
• Identify and escalate suspicious transactions, fraudulent activities, documentation issues, or other potential risks in accordance with established procedures.
• Maintain confidentiality of customer, financial, and organizational information.
• Ensure all sales and customer engagement activities are conducted ethically and professionally.

Reporting & Performance Management:

• Maintain accurate records of customer acquisition, sales activities, account performance, leads, and business opportunities.
• Prepare daily, weekly, and monthly relationship management and sales reports as required.
• Track performance against assigned KPIs, customer acquisition targets, deposit targets, revenue objectives, and portfolio growth objectives.
• Monitor the progress of prospects from lead generation through onboarding and activation.
• Provide management with relevant market, customer, and competitor feedback.
• Identify challenges affecting portfolio growth and recommend appropriate solutions.

Requirements:

• HND or B.Sc. in Banking and Finance, Accounting, Economics, Business Administration, Finance, Marketing, or a related discipline.
• Minimum of 2 years of relevant banking or financial services experience.
• Previous experience as a Relationship Officer, Account Officer, Relationship Manager, Marketing Officer, Business Development Officer, Customer Service Officer, or similar banking role is strongly preferred.
• Practical experience in customer acquisition, account management, sales, deposit mobilization, relationship management, or financial services.
• Proven ability to acquire and retain customers and contribute to business growth.
• Good understanding of banking products, customer service processes, account management, and financial services.
• Experience working with sales targets, customer portfolios, deposits, loans, or revenue objectives is an advantage.
• Strong knowledge of customer relationship management principles.
• Proficiency in Microsoft Office applications, particularly Microsoft Excel and Word.
• Familiarity with CRM systems, banking platforms, or customer management tools is an advantage.
• Excellent written and verbal communication skills.
• Strong numerical, analytical, and problem-solving abilities.
• Candidates should preferably be resident in Abuja or have strong knowledge of the Abuja market.

Professional Experience

The ideal candidate should demonstrate practical experience in one or more of the following areas:

• Retail or commercial banking.
• Relationship management.
• Customer acquisition and retention.
• Deposit mobilization.
• Account management.
• Financial product sales.
• Business development.
• SME or corporate banking.
• Customer service and client engagement.
• Portfolio management.
• Cross-selling and upselling.
• Banking operations and customer onboarding.

Core Competencies:

• Strong customer relationship management skills.
• Excellent sales and business development abilities.
• Strong customer acquisition and retention skills.
• Excellent communication and interpersonal skills.
• Strong networking and relationship-building capabilities.
• Target-driven and commercially focused mindset.
• Strong negotiation and persuasion skills.
• Excellent customer service orientation.
• Strong problem-solving and critical-thinking abilities.
• Good numerical and analytical skills.
• Strong follow-up and lead-conversion abilities.
• Ability to manage multiple customer relationships and priorities.
• Strong organizational and time-management skills.
• High level of integrity, professionalism, and confidentiality.
• Ability to work independently while collaborating effectively with a team.
• Resilience and ability to work effectively under pressure.