Personal Banking Officer

Requisition ID: 178528

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

**Purpose**

Contributes to the overall success of Personal Banking in Jamaica in the English Caribbean Region by ensuring specific individual goals, plans, initiatives are executed / delivered in support of the team’s business strategies and objectives. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

The Personal Banking Officer is responsible for contributing to the branch’s overall success by achieving individual sales targets through meeting the financial needs of mid-market retail customers by providing practical advice and superior customer service. In addition, the PBO will identify referral opportunities to other areas of the business (Premium Banking, Small Business, Wealth Management, Corporate and Commercial) and comply with all operational policies and regulations.

The PBO is responsible for meeting/exceeding weekly, monthly and annual sales targets and sales productivity goals along with other objectives relating to customer service, number of products per successful appointment, operational effectiveness, teamwork and personal development. The PBO is expected to provide straightforward and knowledgeable service to create a relationship of mutual trust and confidence with branch customers and colleagues.

**Major **Accountabilities**
- Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

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- Meet and/or exceed weekly, monthly and annual sales targets across product categories
- Negotiate and establish individual goals with direct supervisor and/or the Branch Manager.
- Address the financial needs of mid-market customers and offer practical solutions across all cornerstones using the Customer Conversation Guide.
- Ensure that every effort is made to gain greater share of wallet by gathering assets from other institutions, using the Bank’s tools.

Conduct effective pipeline and time management to ensure sufficient sales activities to achieve targets; track all pipeline and sales activities in CRM (e.g. Sales Platform).
- Efficiently complete sales administration to minimize re-work and meet customer expectations on timeframes.
- Maintain current and thorough knowledge of product features, benefits, pricing policies and procedures for all retail products, including legislation for which products can be sold in the branch.
- Maintain a basic understanding of the local competitor offers, including leading rates in market.
- Participate in weekly coaching with direct supervisor, weekly sales meetings, daily kick-off and other Sales & Service disciplines.
- Review regularly sales performance to identify gaps and develop action plan to close.
- Participate in periodic coaching and training sessions conducted by Manager, Sales & Service Coach and Investment Consultants (where applicable).
- Advise customers on investments appropriate to their stated goals, objectives, and risk tolerance.
- Support acquisition and retention of mid-market retail customers
- Develop new customer opportunities through referrals from existing, satisfied clients and other sources.
- Determine financial needs and offer practical solutions to new to Scotiabank customers.
- Actively participate in all Bank promotional programs and marketing initiatives targeted at mid
- market customers, including execution of any Direct Marketing campaigns.
- Set up and educate customers on alternate channel options.
- Ensure customer contact and other relevant information is up-to-date in order to reflect any changes in activity or personal information.
- Determine the purpose and timing of the next customer contact, and diarize it using CRM (e.g. Sales Platform).
- Identify referral opportunities for Premium Relationship Officers, Relationship Officers or other lines of business
- Effectively identify mid-market affluent customers and refer them to a Premium Relationship Officer or Relationship Officer (where applicable) using CRM (e.g. Sales Platform).
- Effectively identify customer needs in other lines of business (e.g., Small Business, Wealth Management, and Commercial) and generate the referral using the appropriate Bank process.
- Follow up to ensure lead is actioned and the customer is satisfied with the outcome.
- Maintain working knowledge of features, benefits, pricing policies for Premium Banking, small business, wealth management and commercial products to effectively identify referral opportunities.
- Consistently deliver a superior customer experience during all customer interactions to support the Branch’s Customer Advocacy (e.g. Pulse, NPS, CAP) goal
- Proactively manage any significant issues customers have with their banking services/products. Take ownership of these issues facilitate a satisfactory outcome for the customer and with the help o