Customer Relationship Officer (CRO)

About the role

The Customer Relationship Officer (CRO) is responsible for promoting the bank’s products and services, building strong client relationships, and achieving branch sales targets. The role involves direct and cross‑selling activities, ensuring compliance with KYC principles, and delivering high‑quality service to all customer segments.

Key responsibilities

• Market the bank’s products and services through direct and cross‑selling to meet branch goals.
• Provide professional, high‑quality service that exceeds customer expectations.
• Maintain up‑to‑date customer profiles by implementing KYC procedures.
• Identify customer needs and match them with appropriate bank products or services.
• Handle customer inquiries related to accounts, products, and services in a professional manner.
• Promote and sell bank products/services to achieve yearly targets.
• Migrate customers to various channels (PB, IB, ATM, cheque deposit box, SMS).
• Ensure brochures are current and available.
• Safely manage custody items and keys according to custodian matrix and policies.
• Adhere to the Branch Operating Model and support the Branch Manager as needed.

Required profile

• Bachelor’s degree in Business Administration, Finance, or a related field.
• Minimum 3 years of banking experience as a Customer Relationship Officer.
• Level 3 English proficiency (AB classification) or higher.
• Comprehensive knowledge of bank products, services, rules, and regulations.
• Strong sales and service orientation with excellent communication, negotiation, and interpersonal abilities.

Required skills