Sandton, Gauteng 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 fulfil our business objectives and build customer loyalty Job Purpose To support the Business Manager with the day to day running and maintenance of the portfolio. To provide a central office-bound contact point for customers. To deal with all credit related issues in Lifestyle and Entrepreneur segments. To ensure effective communication with Business Managers on all matters relating to the portfolio. Key Responsibilities/Accountabilities Customer Experience Provides a consistent customer experience in line with the Small Enterprise Customer Value Proposition Provides a second face office-bound (information/ query handling) service point for Entrepreneur customers. Performs a liaison role between the Business Managers, customers, branches and back office service fulfilment and credit functions. Interacts with customers to establish financial information requirements. Educates customers regarding the parameters and routine procedures governing entrepreneur product and service offerings. Interviews Business customers, when required. Assists with completion of documents and opening of all accounts for the Entrepreneur segment. Ensures that welcome letters are sent to new customers. Attends to transferring and closing of accounts, when necessary. Effectively migrates customers to Direct Channels. 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. Ensures accurate capture, updates or amendments of customer information and history notes. Compliance Complete all compliance training within laid down timelines Lending support and risk management Accurately and efficiently collates and check securities documentation and mandates for banking facilities. Analyses business and financial information e.g. balance sheets, financial statements and management accounts, to prepare and motivate non-scored credit applications in line with credit requirements. Processes scored/un-scored credit applications. Monitors daily excesses to ensure that customer facilities are managed within the parameters set by Credit. Ensures timeous completion of all credit reviews. Ensures the preparation and completion of security documents for accounts on the relevant portfolio Actions the daily credit violations. Assists with credit checks on new and existing accounts and credit applications, when necessary. Arranges and prepares the manager’s appointments for the week ahead. Supports the manager in researching and prospecting for new and migratory business. Drive Transaction Led Acquisition Maintains customer portfolio data to identify opportunities for additional facilities. Cross-sells additional value adding products and services to existing customers to assist them in growing their businesses. Identifies and generate sales leads to stakeholders e.g. Personal Market, Vehicle and Asset Finance; Electronic Banking; Standard Bank Financial Consultants; Standard Bank Insurance Brokers, etc. Completes sales and lead generation tracking forms on a daily basis. Ensures that targets and budgets are met. Participates in tactical sales/marketing activities as required. 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. Reports Scrutinises/Actions all relevant reports according to laid-down instructions, especially the following: o Report 8918 (Referral report) where applicable. o Report 8665/2084 o Actioning of report 2031 (Overdraft list of current/staff accounts) o Actioning of report 2099 (Limit reviews) o Actioning of excess and dormancy list received from credit o Actions Know Your Customer (KYC) and Enhanced Due Diligence (EDD) reports Routine Actions credit referrals Actions credit violations Captures applications for Property Guarantees Captures applications for Lease Guarantees Preferred Qualification and Experience Business Related Degree – listed on the FSCA’s qualification list Driver’s Licence RE5 examination completed. Roles has been classified as a FAIS Representative role 3-4 years branch experience An understanding of how businesses operate, as well as understanding the business risks, industry risks and financial requirements pertaining to the small, medium business market. Knowledge/Technical Skills/Expertise Has the need to focus on one task and complete it thoroughly. Goal directed and persistent. Enjoys researching, sourcing and gathering information and ideas. Enjoys working with clients, analysing their needs, negotiating and selling/servicing. 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.