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)
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 Bidvest Bank 2021 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 Bidvest Bank 2021
• 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, or 3 years in a sales and client service role in a financial
institution
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
This position is advertised in line with our commitment to Employment Equity.