Customer Relationship Manager

6 months ago

Cape Town, South Africa Lula Full time

**WHAT WE DO**

We're Lula. We build innovative fintech products to help SMEs make cash flow. From instant access to funding to all-in-one business banking accounts and cutting-edge financial analysis tools, we're on it

Our purpose is to help SMEs manage their business better, faster, simpler, Lula, so they can spend more time doing what they love.

Speaking of love, we're looking for Lulas who love to make a difference to join our team and change the game.

**WHY WE DO IT**

We care about our family, our work, our community, our country.

We're passionate about EMPOWERING EVERY SME TO SUCCEED.

And to do it, we're BUILDING THE NEXT GENERATION OF FINTECH PRODUCTS TO HELP SMES MAKE CASH FLOW.

Why? Because the more businesses that succeed, the more jobs, money, and opportunities for all South Africans - including Y.O.U.

So get curious.

Rise to the challenge.

Don't settle for average.

Shoot for amazing.

We're here to change the game, the norm, the world,

Because when we change something for the better, we change ourselves too.

You are.

We are.

Lula

**OUR VALUES**

**_Collaborative_**_ - we're a clan and work together as a team, always towards a common goal_

**_Committed _**_- we're accountable and follow through no matter the challenge_

**_Curious_**_ - we look for better ways to do things and make a positive difference_

**_Connected _**_- we stay close to, learn from and look to understand each other and our customers_

**_Compassionate _**_- we go out of our way to care about our colleagues, our customers and our community_

**OVERALL PURPOSE**

We are seeking a highly motivated and skilled Customer Relationship Manager to join our Lula Bank team. As a Customer Relationship Manager, you will be responsible for cultivating and maintaining strong relationships with our valued customers, ensuring their satisfaction, and retention. You will serve as a key point of contact for customers, providing exceptional service and solutions to meet their financial needs. This role requires a proactive approach, excellent communication skills, and a deep understanding of the banking industry.

**Responsibilities will include**:

- Develop and maintain strong relationships with a portfolio of customers in the banking sector
- Serve as the primary point of contact for customers, addressing their inquiries, concerns, and providing insights on financial products and services
- Identify opportunities to cross-sell and upsell funding products and services, driving revenue growth in collaboration with the sales team
- Collaborate with internal teams, such as sales, CX, product and marketing, to ensure seamless customer experiences and resolve issues promptly
- Proactively monitor customer satisfaction levels, identify areas for improvement, and implement strategies to enhance customer loyalty
- Keep abreast of industry trends and competitive landscape to provide informed recommendations and maintain a competitive edge

**THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR**
- Matric/ Grade 12 achieved
- 2 to 3 years Customer relationship experience within the banking sector
- Proven work experience as a Customer Relationship Manager or a similar customer-facing role within the banking sector
- In-depth knowledge of banking products and services
- Strong understanding of customer relationship management principles and practices
- Excellent communication and interpersonal skills, with the ability to build rapport and establish trust with customers
- Exceptional problem-solving skills and the ability to resolve customer issues effectively and efficiently
- Ability to analyze customer data and identify trends, patterns, and opportunities
- Proficient in using customer relationship management (CRM) software and other relevant banking systems
- Detail-oriented with excellent organizational and time management skills
- Demonstrated ability to work independently and as part of a team, with a proactive and results-oriented mindset
- Professional demeanor and the ability to handle confidential information with integrity

**THE COMPETENCIES WE'RE AFTER**
- Customer Focus: Demonstrates a strong commitment to understanding and meeting customer needs, with a focus on delivering exceptional service and building long-term relationships
- Relationship Building: Builds trust and rapport with customers, colleagues, and stakeholders, fostering mutually beneficial relationships
- Communication: Articulates ideas clearly and effectively, both verbally and in writing. Listens attentively and responds appropriately to customer inquiries and concerns.
- Problem Solving: Identifies and analyzes problems, generates creative solutions, and implements effective strategies to address customer challenges
- Adaptability: Adapts to changing business needs, customer preferences, and industry trends. Demonstrates flexibility and the ability to thrive in a fast paced / ever changing work environment
- Sales: Possesses a strong understanding of banking produc

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