Job Purpose

To support the Relationship Manager with the day-to-day administrative (portfolio management), sales, operational functions for an allocated Growth portfolio. To ensure that all compliance requirements within the portfolio are met and act as a central office-bound contact point for the client, providing sales and service fulfilment aligned to segment targets. To proactively promote a deep relationship-based offering related initiatives and activities aimed at creating value for the client and the bank (i.e. optimizing client experience, building deep relationships and create profitability for the bank).

Key Deliverables 

• Actively ensure that customers are migrated to the correct sub-segment, as per the Value Propositions where appropriate. Effectively attend to and monitor customer complaints on portfolio, identify root causes and address at source, to prevent recurrence.
• Advise customers on simplex lending product selection, by recommending products to meet their specific needs.
• Analyse clients’ financial behaviours and accounts to match their needs with products that will result in greater value for the client and increased revenue for the bank. Be analytical in approach, and weighing up longer-term benefits and risks.
• Assist with credit applications effectively, focusing on high quality motivations.
• Assist with proactively e-mail new product information to all customers.
• Assist with related queries where possible and facilitate when specialist advice is required by referring to Business Banking or CIB.
• Coach and assist team members on the required behaviours to support Customer 1st tool.
• Drive and manage adoption and usage of various digital applications in order to grow digital banking.
• Educate customer on alternative digital channels through this achieve the average revenue per client (i.e., revenue recoveries and revenue leakage).
• Ensure a deep understanding of the client requirements through regular value-adding interactions with clients.
• Ensure Code of Banking Practice is adhered to. Ensure effective customer relationship management (CRM) and lead generation system, as a lead, query and complaint management tool.
• Ensure proper record keeping in terms of Financial Advisory and Intermediary Services Act as well as the Financial Intelligence Centre Act requirements.
• Ensure successful retention of existing customers in assigned portfolio by strengthening and expanding relationships. This is achieved by intimately understanding the customer, servicing the customer’s business and personal financial needs and focusing on the management of key accounts.
• Ensure that procedures laid down in Group Reference Guide are adhered to and, where flexibility needs to be exercised, that the necessary dispensation is held.
• Establish a sound working relationship with Credit, to ensure prompt turnaround times, accuracy and deadlines are strictly adhered to.
• Establish and build one-on-one relationships with customers, based on mutual respect, in assigned portfolio by delivering the expected level of service, specifically focusing on a pro-active contact (calling) strategy and programme.
• Have oversight and control of Dedicated Pool Vehicles (DPVs) and Pool Vehicles, including monthly reporting.
• Interact and build relationships with Business Banking Account Executive’s and (CIB) Corporate and Investment Banking Relationship Managers, in order to provide a seamless solution to the client’s banking requirements.
• Join and support business organisation that will assist in the acquisition of appropriate customers.
• Maintain information on Security and access control system (SACS) for the relevant private banking suite as per Portfolio down procedure.
• Manage and assist with the timeous completion of annual credit reviews on the portfolio.
• Manage the Cost of Sales through evaluation of margins, cost of service and utilisation of the multi-channel delivery strategies, such as actively managing customer migration onto electronic banking channels. Manage customer migration between segments and sub-segments of Private Banking.
• Manage worklist queues to ensure items are actioned within agreed timelines, and/or re-assign staff to different queues to ensure work completed within agreed timelines.
• Maximize bank profitability and ensure value add to customers through cross-selling specifically focusing on wealth and lending opportunities. Manage through use of contribution reports.
• Measure, track and manage sales targets and budgets for portfolio.
• Restructure debt for efficiencies through debt consolidation, thereby bringing a customer’s asset base under one roof.

Responsibilities

Minimum Qualifications

• Type of Qualification: First Degree
• Field of Study: Finance & Accounting

Experience Required

• 3-4 years in Branch banking experience, with exposure to universal banking, BDC/Forex, credit and overall client service.

Additional Information

Behavioral Competencies:

• Adopting Practical Approaches
• Articulating Information
• Checking Details
• Developing Expertise
• Embracing Change
• Exploring Possibilities
• Following Procedures
• Interpreting Data
• Meeting Timescales
• Producing Output
• Team Working
• Upholding Standards

Technical Competencies:

• Account Opening & Maintenance
• Evaluating Risk Management Effectiveness
• Financial Acumen
• Product and Services Knowledge
• Product Related Systems (Business Banking)
• Risk Awareness
• Risk Identification