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.