Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. Standard Bank is the largest bank in Africa and our highly visible brand, award-winning service, and strong global presence helps us maintain our market-leading position. We place huge value on the talent of our people to drive our continued success, and to support our plans for growth. We now need a talented and resourceful individual to help us fulfill our business objectives and build customer loyalty.
To support the Account Executive with the day-to-day operations and maintenance of the allocated portfolio.To provide an overall administrative and credit management responsibility for the portfolio.To ensure that all compliance requirements within the Portfolio are met.To act as a central office-bound contact point for the customer providing sales and service fulfilment.To support the Account Executive in meeting sales and service targets within their respective portfolios.
Customer experienceComplete all compliance training within laid down timelines.Serves as a secondary point of contact for all customers within the portfolio.Performs a liaison role between the customer and all other internal support divisions of the Bank.Assists customers with general account management.Responsible for query and complaints management relating to the portfolio.Ensures that customer service expectations are met and/or exceeded.Ensures that all new service requests (queries and complaints) are logged correctly, as either a “first contact resolution” or “non first contact resolution” as appropriate.Ensures that service requests in personal work list are actioned within agreed timelines.Lending and risk managementInterprets business and financial information to prepare and motivate credit applications in line with credit requirements.Assists the Account Executive in preparing Business Approval Committee (BAC) papers when applicable.Originates all requests of a credit or collateral nature on behalf of the customer, in consultation with the Account Executive.Interacts with customers to obtain and analyse financial material, (i.e., debtors lists, management accounts, cash flow budgets), in terms of agreed covenants (as required for portfolio management).Monitors daily excesses to ensure that customer facilities are managed within the parameters set by Credit.Manages the credit limits (i.e. ensuring that limits are timeously renewed) (portfolio management).Accurately and efficiently collates and checks collateral documentation and mandates for banking facilities.Manages the timeous regularisation of facilities letters.Manages the timeous regularisation of conditions of approval.Ensures the timeous completion of all reviews.
Portfolio managementActions internal reports as per laid down procedure.Accurately updates and maintains customer information on all systems.Ensures accurate completion of opening documentation of accounts.Responsible for opportunity and pipeline management on e3.Responsible for capturing of call reports on e3.
Transaction-led customer acquisition supportInvestigates and interrogates customer’s portfolio data to identify sales opportunities in support of the overall sales strategy of the segment.Explains and promotes additional value-adding solutions to existing customers when necessary.Efficiently processes documentation related to the sales fulfilment.Provides support to the Account Executive in completing the customer value chain analysis.Ensures that all leads are logged correctly in the presence of the customer and ensures cross selling opportunities are identified.Identifies and actions opportunities for cross- and up-sell.Identifies migration opportunities and sells products/services reactively.Ensures accurate capture, updates or amendments of customer information and history notes.
Risk and complianceEnsures compliance with general banking and credit policies and procedures.Supports the implementation of the Financial Intelligence Centre Act (FICA) to ensure adherence to record-keeping requirements.Ensures compliance to all applicable legislative requirements (e.g., National Credit Act, Consumer Protection Act, etc.).Ensures adherence to all regulatory and compliance risk requirements.Maintains information on Security and access control system (SACS) for the relevant business centre as per laid down procedure (if applicable).Preferred Qualification and Experience
Business-related degreeMust complete one of the Qualifications listed on the FSB recognised list within the allocated time.Must complete the RE 5 examination within the allocated time.Driver’s licence2 years’ experience as an Account Analyst or Business Banker to gain exposure to lending principles and customer servicing.Experience in a back-office Account Support or Customer Service Support role to understand how to deal with the customer as well as to understand how to process customer queries and requests.Experience in Credit or Retail Credit Collections as an Analyst: Credit responsible for assessing credit applications.Must have relevant intermediary experience in respect of the FAIS product subcategories applicable to this role.
Knowledge of general banking practices, processes and procedures.Knowledge of administration processes and procedures pertaining to Business Banking transactions.Knowledge of financial spreadsheet applications (e.g. Excel) to capture and analyse financial data.Knowledge of standardised personal and business banking products and pricing.Knowledge and awareness of foreign exchange options, vehicle and asset finance and electronic banking options for lead generation purposes.Knowledge of different industry sectors and sector risk profiles/trends; this includes an understanding of the impact of climactic conditions on the agricultural market (if there are AgriBusiness customers in the portfolio).Knowledge of credit principles and practices, including an understanding of credit application, collateral and balance sheet requirements, as well as a good knowledge of behavioural scoring.Knowledge of the BDS/e3 system to capture and access customer account information.Knowledge of multiple legal entities (companies, close corporations, sole proprietorships etc.) in the Business Banking and the legislative restrictions and requirements governing these from a financial services perspective.Knowledge of the Companies Act and the Companies and Intellectual Properties Registration Act (CIPRA) for correct documentation and mandate preparation purposes.Knowledge of the Financial Advisory and Intermediary Services Act (FAIS) and the Financial Intelligence Centre Act (FICA).Knowledge of how to use the Group Reference Guide to access and look up relevant information.Understanding and support of the bank’s multi-channel environment.Credit assessment skillsBusiness acumenNumerical skills and financial acumenComputer literateNegotiation skillsEasily assumes team identity.Open to new ideas and methods.Progressive in thinking.Leads change.Structured and organised.Perfectionist and systematic.Goal directed.Persistent.Delegates with clear direction and structure.Supports others and helps them achieve their goals.Recognises achievements.Follows through and completion of a project.Attention to detail.Ability to source, analyse and act on one’s knowledge of the customer.Ability to create and maintain quality customer interactions.Ability to elicit and appropriately act upon customer feedback.Ability to analyse a single source of customer information to assess potential customer needs.Ability to effectively communicate with customers via various channels and display knowledge of the entire bank value chain and how hand-offs work between business areas.Ability to generate deep customer insights through communication skills.Ability to operate within a service-focused environment.Ability to link offering and financial solutions knowledge to meet customer needs.Ability to identify and action opportunities for cross- and up-sell.Ability to display a customer service orientation (pro-active display of service, gives customer “more than what they want”).Ability to engage with customers in a mutually beneficial manner.