Job Description

PRIMARY PURPOSE

Provide service and administrative support to the sales and distribution teams to deliver a superior client service to clients, ensure efficient operations within the Banks eco-system, related to organization and communication. Act as secondary contact to the clients.

KEY PERFORMANCE AREAS (KPA's) AND KEY PERFORMANCE INDICATORS (KPI's)

CUSTOMER CENTRICITY

Customer Journey

Taking on the role as the secondary point of contact for the Relationship Managers, providing all administrative support ensuring excellent service levels and quality to clients Responding speedily and correctly to stakeholder and client queries ensuring that solutions are achieved timeously. Providing telephonic support to clients and Relationship Managers to proactively address their needs To train and assist the client telephonically on the necessary systems / processes to deal with the Bank in the most efficient way To follow up with all parties to ensure that the necessary documentation is in place and processes are followed to ensure reviews are completed and transactions are processed timeously To proactively review the client files and ensure the Relationship Managers are advised of the updated client documents that are required. Pro-active after Sales; activation of product services, support and customer training and digital migration Pro-active identification of X Sell Opportunities

Client Onboarding

Act as a liaison between Relationship Managers and CFX admin Check and collate all account opening documentation Send all signed opening documentation to CFX admin Follow up with CFX admin to ensure account is opened timeously Send welcome letter to banker once account has been opened

OPERATIONAL EXCELLENCE

Lending Fulfilment

Act as a liaison between Relationship Managers, credit, legal & FAF contract admin Once sanction has been received from credit - request facility letter and legal documents from legal department Complete quote request and send to procurement Send quote to the Relationship Managers once received from procurement Request admin to check if supplier/dealer is loaded - if supplier/dealer is not loaded, request documentation from the supplier/dealer to onboard the supplier Once supplier/dealer has been onboarded, send confirmation to FAF contract admin Request FICA documentation from client Submit all FICA documentation to FAF Contract admin to obtain FICA sign-off Submit all signed legal documentation to FAF Contract admin for Legal signoff Once FICA and Legal signoff has been obtained - advise credit to load facilities Request admin to convert quotes and request purchase order/invoicing details Send Purchase order/invoicing details to supplier once obtained Obtain invoices from supplier Send invoices to admin with confirmation of clients banking details so they can draw the schedules Once we have obtained the schedules from admin, send to Relationship Managers in order obtain client signatures Obtain insurance confirmation from client Obtain tracking certificates from client Obtain acknowledgement of tracking authorisation letter from supplier or from client Obtain proof of payment of upfront fee/deposit Send all signed schedules, insurance confirmation, tracking certificates and all other supporting documentation to FAF contract admin for release notes Send release note to supplier/dealer Once release note has been signed, send release note together with supporting documentation to FAF Contract admin for pay-out Request pay-out confirmation from FAF Contract Admin Send pay-out confirmation to supplier/dealer

Query Resolution

Act as a primary point of contact for query resolution Liaise between various internal departments in order to resolve queries (FX Queries, Payments, CFX admin, Fleet admin, Credit and Legal) Communicate query outcome directly to clients and banker Perform outbound calls to clients in order to better understand the nature of their query Accept inbound calls from clients regarding administration issues Act as a stand in for the banker where the banker is not available

Reviews

Monitor and action outstanding FICA reviews in conjunction with the banker check file for completeness (documents held on Onbase or DMS) and communicate with customer to collate outstanding/updated information. Follow up with the client to ensure documentation is received timeously Escalate matters to banker where information is not forthcoming from clients Request banker to complete Risk Matrix and EDD Compile all documentation including coversheet and send file to CFX admin for fulfilment

GPO/Payment Report

Monitor and manage the daily GPO/Payment report Inform client of any outstanding documents Act as a liaison between back-office and client regarding any outstanding information Ensure that no deals are extended or surrendered without client/relationship manager's consent Escalate ALL matters to the relationship managers when there is no resolution between Sales Support and Back Office

FINANCE

Supporting the Monthly Sales Revenue Target

To provide the necessary administrative support to the Business Bankers and Relationship Managers to ensure that the clients' needs are met, thus facilitating the achievement of revenue targets Avoid penalties and fee write-offs Provide support to ensure reviews are completed timeously to avoid revenue loss

TRAINING

Keeping abreast of Compliance (FICA) requirements Knowledge of Banks processes and systems Up to date knowledge of Business Banking products

REQUIREMENTS

Qualifications

Matric Certificate in Banking, or Equivalent NQF 5

Experience

2 years in an administrative or client service role

3 years in a sales and client service role in a financial institution Knowledge, Skills and Abilities Required (Competencies & level of competencies)

Knowledge, Skills and Abilities Required

Good understanding of technology Ability to explain technical aspects to clients Strong interpersonal skills Excellent communication skills (written and verbal) Ability to manage organizational change Exposure to MS SharePoint Microsoft skills Time management skills Organizational skills Problem solving skills Negotiation skills Attention to detail Business administration Client orientation Organization skills Financial acumen Ability to work effectively in a team. Positive attitude and resilient

WORKING CONDITIONS: OFFICE BOUND