Overall Job Purpose
• A member of the Sales Support Team developing and maintaining relationships with a portfolio of corporate customers and connected personal customers.
• A named point of contact for customers dealing with a range of requests including any calls in Relationship Directors' absence.
• Assist Relationship Director(s) with product knowledge, sales research, customer relationship development, research into solutions to meet customers' needs using market and industry information and risk management for the portfolio. In addition, support the Relationship Director with fulfilment of credit requirements where applicable.
• Proactively identify the needs of customers and work with business partners to provide and execute solutions (cross selling) as necessary.
Key Accountabilities & approximate time split (%)%3C/STRONG>
Relationship Support 70 %%3CBR/>
• Develop and maintain relationships with key customer contacts.
• Act as principal point of contact in Relationship Director's absence.
• Co-ordinate introductions to and from other areas of the Barclays Group where appropriate and monitor outcome.
• Develop and maintain contacts with specialists in other areas of the Group and support the Relationship Director in joint meetings.
• Develop and maintain links with local business community and support Relationship Director in same activity, e.g. KBIs.
• Proactively contribute to delivering a best in class customer service to our customers and monitor level of customer service and satisfaction based on Customer Service standards.
• Play a key role in ensuring all customer information is accurate and kept up to date i.e. milestones in Sales Play Book.
• Utilise the Sales Process Guide in preparing for existing and conquest customer meetings
• Monitor sales leads and ensure all opportunities remain accurately reported. Ensure pipeline always reflects current position.
• Support RD with preparation for customer meetings and follow up on any post meeting feedback or action points.
• Undertake service reviews and make recommendations to Relationship Director for areas of improvement.
• Ensure a robust customer contact strategy is in place and is reviewed regularly with the Relationship Director.
• Proactively identify opportunities to cross sell and provide solutions to customers needs. Track and drive these opportunities through to ensure sales opportunities completed.
• May be required to act as a product champion, liaising with representatives from other group companies to provide expertise in their area.
• Arrange and undertake product presentations where appropriate, e.g. Businessmaster II.
• Preparation and implementation of strategic campaigns.
• Support Relationship Director with credit applications and provide significant ongoing credit/Risk support as required. *
• Support Risk with managing the evaluation and execution of transactions (where applicable).
• Support Relationship Director in management of customer accounts e.g. refer list management, proactively managing customer excesses and chasing for management information.
• Support Relationship Director in preparation for annual reviews, ensuring completion of associated documentation (such as KDIC , Account Strategy plan and Wallet Share template).
• Ownership of ensuring correct fees and margins are charged.
• Attend customer meetings with or without Relationship Director and attend customer events (where applicable).
• Hold regular meeting with RD to review sales and service activity.
• Ensure customer complaints are handled effectively and within Barclays policy and complaint handling targets.
• Support Relationship Director with Conquest activity by asking for referrals, researching potential customers, preparing for meetings and maintaining contact with shadow portfolio.
Business Management: 25 %%3C/EM>
• Ensure that new customers and products are set up on relevant systems.
• Work with KYC team to obtain all relevant KYC documentation (including; new accounts, KYB reviews and mandate execution).
• Manages VAPM queries.
• Ensures that data integrity and Professional Standards requirements are maintained and issues are actioned.
• Ensure compliance with mandatory Risk policies and procedures relating to governance, regulatory compliance (including Financial Crime), operational and legal risk.
• Involvement in projects that impact on business change as required.
Team working 5%%3C/EM>
• Attend team meetings and contribute fully, including suggestions for ways of improving customer sales and service.
• Seek share and embed best practice (Relationship, Risk & Servicing) both regionally and nationally.
• Establish and actively manage own personal development plan and seek to improve in areas of development through undertaking the necessary training, skills development and coaching (Sales, Service and Managing Risk).
Person Specification
Technical Skills/ Competencies
• Relationship/ Partnership approach
• Customer/ Market perspective
• Credit Skills
• Drive for Results
• Service Excellence
• Team Building/ Team Player
Knowledge and Expertise
• Branch based Commercial Bank products and services e.g. lending and deposits.
• Group products and services used by Commercial Bank customers.
• A good working knowledge of the credit application process and credit risk policy and procedures.
• Proficient in use of internal computer systems including intranet, Email, Customer System, Portal and any other platform applications.
• The Bank's service standards (including Service Initiative, National Complaints Initiative, Code of Business and Personal Banking).
• Awareness of legislation affecting the Bank and customers (including Data Protection Act, Companies Act, Insolvency Act, Financial Services Act and confidentiality regulations).
Experience, qualifications and other requirements specific to the role
• Proficient IT skills
• Undertaking or having completed Credit Skills Development or ifs School of Finance examinations, or equivalent, would be an advantage as the jobholder will be expected to completed CSD within 12 months of being in the role
