KEY RESPONSIBILITIES: 

Sales 

• Provides Advantage Relationship Manager with leads and cross-selling opportunities.
• Explain credit loan facility options and qualifying criteria to customers and support customers in the completion of credit application information requirements.
• Cross sell banking products to customers within the portfolio

Relationship Management/Customer Service

• Provide service to clients whereby the service does not involve pricing changes or major adjustments to clients’ total portfolio mix.
• Adhere to the service standards and provide excellent customer service.
• Drive retention by implementing the customer on boarding process, customer visits, relationship management, and other various interventions.
• Receive and verify customer documents for account opening, facilities, account amendments and any other customer instruction according to laid down procedures.
• Educate customers about the Bank’s products and services.
• Fully inform customers of their rights and obligations per the Consumer Protection Guidelines including but not limited to product pricing, facilities terms & conditions, and transactional fees
• Receive and process loan documents and handle related queries according to agreed turnaround times and laid down procedures.
• Notify customers regarding the approval/decline of credit loan facilities, keep customers informed throughout the process and advise the customer of alternative options in case of a decline.

Portfolio Management 

• Ensure that the records are kept in order and up to date. 
• Effect the opening and processing of account related documentation by following up the status of transactions/account applications/queries or requests with the relevant internal support areas through to conclusion.

Operational Rigor and Compliance

• Adhere to the KYC policies and guidelines for both account opening and loan origination documents.
• Manage credit and operational risk in account opening and loan processing as per laid down procedures.
• Manage audit/risk parameters for the advantaged banking processes and resolve all audit/risk findings within the portfolio within agreed timelines.
• Accountable for all facilities originated in the portfolio.

Credit management: 

• motivate credit applications and all credit related issues for the Relationship Manager in line with credit policies and practices.

MINIMUM QUALIFICATIONS AND SKILLS

• Bachelor’s degree in a business-related field 
• Minimum of 4 years of related experience

Technical Competences and Skills

• Customer Focus
• Assertiveness
• Interpersonal Sensitivity 
• Excellent Planning and Organizational Skills
• Strong Communication Skills both Verbal and Written
• Problem Solving and Analytical Skills
• Presentation Skills 
• High Integrity 
• Team Player

Knowledge & Expertise

• Knowledge of the Bank products, services and policies including standard tariffs
• A good understanding of overall retail goals and objectives, including the branch objectives, growth of sales, cost control and income contribution.
• A thorough understanding of the sales process.
• A working knowledge of the procedure manuals
• A good working knowledge and understanding of relevant regulations and related markets.
• A thorough knowledge of banks internal departments and procedures as well as risk and rigor requirements
• A good understanding of portfolio management.