Client Service Analyst (1 Position(s))
Job Location :Northern Zone, Clock Tower
Job Purpose:
To provide enhanced Customer Experience through
proactive engagements and effective Account Management of Corporate Business
under Wholesale Banking. To work closely with Relationship Managers (RMs) as
the main business support partner in both retention of clients and business
generation through effective analytics, engagements and timely support.
Main Responsibilities:
- Manage
clients’ relationships through regular contacts and visits to ensure
clients’ banking needs are addressed effectively in a timely manner.
- Decrease
Dormancy and Churn rate through Service Relationship management and
monitoring of both new and existing clients service utilization behaviour.
- Work
with RMs, Product Sales, Operations and other key internal stakeholders to
solve clients escalated complaints that require analytics and escalations
from frontline support team.
- Service
Recovery for Loyalty re-building for service impacted customers through
calls and/or visits.
- Identify
opportunities for process improvements for better service experience and
cross selling
- Participate
in Service Reviews and monthly proactive calls with key clients and
identify ways to continuously improve service level standards
- Proactively
manage the client portfolio in compliance with regulatory environment.
- Maintain
high standards of operational controls including adherence to Risk
Management and Compliance guidelines.
- Embed
NMB values and code of conduct by ensuring adherence to the highest
standards of ethics with relevant policies, processes and regulations.
- Continually
identify opportunities to improve client efficiency / performance, through
e.g. optimizing channel usage, identifying service improvements, and
product solutions.
Knowledge and Skills:
- Relationship
Management skills
- Good
Communication skills
- Account/portfolio
Management and retention skills
- Report
writing and analytical skills
- Credit
skills are an added advantage
- Hospitality
and Service Specialty are an added advantage
Qualifications and Experience:
- Bachelor’s
degree in business studies, Hospitality or related fields.
- 3
years of Service Industry experience with at least 1 year with High Value
Clients
- Banking
experience is added advantage
NMB Bank Plc is an Equal Opportunity
Employer. We are committed to creating a diverse environment and achieving a
gender balanced workforce.
Female candidates and people living with disabilities are strongly
encouraged to apply for this position.
NMB Bank Plc does not charge any fee in
connection with the application or recruitment process. Should you receive a
solicitation for the payment of a fee, please disregard it.
Only shortlisted candidates will be contacted.
Job opening date : 09-Feb-2026
Job closing date : 23-Feb-2026
To submit your application, please follow the link
provided below.
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