Supervisor Maintenance, Custodians & Guarantees (RB6) - Regional Collateral HUB (Otjiwarongo)
Listing reference: capbw_002067
Listing status: Under Review
Apply by: 14 November 2024
Position summary
Industry: Banking
Job category: Other: Banking, Finance, Insurance, Stockbroking
Location: Otjiwarongo
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
Instruments Double Checking of: Upon receipt of credit approval for any instruments (i.e. Incoming & Outgoing - Demand Guarantees, Letters of Intent / Letters of Credit, Letters of Undertaking, etc.) and all supporting documents: • Establish what type of instrument should be completed • Overall accountable for the effective and efficient drafting of applicable instrument documents • Creation of Instruments where there are no standard instruments available on Kwathela (complex instruments) Capturing of instruments on the Bank’s system • Recovery of costs, fees and charges related to instruments • Timeous handling of all Instrument related queries and instructions • Timeous verifying and execution of Instrument claims • Administration and Safekeeping of all Instrument documents • Reconciliation of active Instruments on a monthly basis • Effective control, monitoring and reporting regarding instruments in the Bank’s book • Overall data quality of Instrument documents and capturing • Custodians of all Instrument related documents on Kwathela (amending documents, replacement of documents, loading of documents, etc.) Maintenance, Insurances & Custodians • Responsible for and oversees the rendering of advice on all matters pertaining to and the administration of the perfection of collateral securities • Perusing collateral security files: Follow-up Cards - Maintenance is the final point of call for collateral security files before being dispatched to storage, hence files for advances where funds have been disbursed while all collateral securities per Section 7 or Section 3 (collateral securities) are not in legal order, accompanied by relevant approval and follow-up card, are handed to Maintenance to ensure follow-up and perfection of collateral securities with least possible delay and prior to dispatching to storage • Exception Reports & Groups: Groups currently forming part of the CCD Portfolio and Top 100 Largest Exposures Report will be perused and followed up by Maintenance until further notice • Safe keeping of collateral documents: All collateral security files and collateral documents in temporary custody of Maintenance will be stored in an adequate fire proof vault, under dual control (maker / checker) and treated with utmost care until dispatching to storage • Handling of collateral documents: All collateral documents will be kept in temporary custody for the shortest possible period and only for as long as it takes for collateral securities to be brought in legal order • Noting / Cancellation / Amendments and Periodic Confirmation of Cessions: All noting / cancellations of and amendments to cessions at other institutions, as well as periodic confirmations of status and enforceability of cessions at other institutions will resort under Maintenance; All death claims where the Bank’s cession is registered against a policy will also be administered from claim stage to disbursement stage by Maintenance • Diarizing of Insurance Cover Notes and Portfolios: Maintenance will ensure the implementation of and adherence to an effective diary system in order to ensure timeous follow-up of periodic confirmations of all insurance cover notes and portfolios in order to ensure that the Bank’s assets are still insured for sufficient amounts, and ensure that the values are accurately reflected on credit applications, Phoenix and collateral security files • Physical Deeds: Maintenance will ensure physical deeds are dispatched to the Bank’s attorneys where cancellations or amendments are required, and that physical deeds are submitted by Branches / received back from the Bank’s attorneys; Maintenance will ensure that information from deeds is accurately reflected on credit applications, Phoenix and collateral security files; Maintenance will exercise utmost care when handling physical deeds and ensure that all deeds are dispatched to storage without delay • Confirmation of Collateral Securities on Credit Applications: Maintenance will be the first point of call for all draft applications for credit, in order to confirm that collateral securities held by the Bank are accurately reflected on credit applications, Phoenix and collateral security files, and in order to provide checklists (to be obtained from Capturing Team) to Branch Credit Team where new collateral securities are tendered • Control, Monitor and Tracking of system generated reports
Job description
Key Responsible Areas
Customer Focus and Onboarding
• Deliver a high level of individualised service to assigned portfolio of Private Banker clients. Attend to customers requests promptly and, where appropriate, assist the customer with migrating to more convenient self-service channels.
• Deliver a superior level of Service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers. Effectively resolve all customer enquiries, complaints and issues referred by the Private Banker or raised directly by the customer.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Assist Private Banker in developing a comprehensive calling/contact management programme for all customers within own portfolio.
• Assist in migrating qualifying customers (as defined by the segment value proposition) from the Branch to the Private Banking Suite.
• Deliver a superior level of Service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers. Effectively resolve all customer enquiries, complaints and issues referred by the Private Banker or raised directly by the customer.
• Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
• Assist Private Banker in developing a comprehensive calling/contact management programme for all customers within own portfolio.
• Assist in migrating qualifying customers (as defined by the segment value proposition) from the Branch to the Private Banking Suite.
Private Banking Processes
• Provide effective and efficient administrative support to the Private Banker. This includes account opening support (check that all documentation has been received and forms have been completed and signed), processing account/customer related documentation, capturing new account details and applications on the bank system, following up on the status of applications, transactions, and queries with relevant support areas.
• Assist the Private Banker in completing credit applications and credit reviews. Attend to credit-related correspondence in line with credit policies and procedures.
• Manage credit and operational risks as set out in compliance and credit guidelines.
• Ensure all limits are loaded (credit, withdrawal, electronic payment, etc.), market segment codes are correct, standard pricing charges are accurately loaded.
• Ensure activation and usage of transaction accounts, proactively monitoring any dormancy flags.
• Ensure proper procedures are followed when closing accounts, including the recovery of outstanding funds/fees and retaining chequebooks/cards. Refer all requests for account closure to Wealth Manager before closing accounts.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity, etc.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.
• Assist the Private Banker in completing credit applications and credit reviews. Attend to credit-related correspondence in line with credit policies and procedures.
• Manage credit and operational risks as set out in compliance and credit guidelines.
• Ensure all limits are loaded (credit, withdrawal, electronic payment, etc.), market segment codes are correct, standard pricing charges are accurately loaded.
• Ensure activation and usage of transaction accounts, proactively monitoring any dormancy flags.
• Ensure proper procedures are followed when closing accounts, including the recovery of outstanding funds/fees and retaining chequebooks/cards. Refer all requests for account closure to Wealth Manager before closing accounts.
• Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity, etc.
• Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.
Customer Service
• Link all appropriate accounts to customer profile to ensure a true and full view of customer’s relationship with the bank.
• Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc.
• Interact frequently and build strong internal working relationships with enabler and fulfilment colleagues to ensure that Turnaround times and SLA’s are adhered to.
• Keep the Private banker informed of progress made on customer matters. Surface ‘bad news’, complaints and claims promptly and transparently.
• Follow through promptly and meticulously on instructions given by Private Banker.
• Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc.
• Interact frequently and build strong internal working relationships with enabler and fulfilment colleagues to ensure that Turnaround times and SLA’s are adhered to.
• Keep the Private banker informed of progress made on customer matters. Surface ‘bad news’, complaints and claims promptly and transparently.
• Follow through promptly and meticulously on instructions given by Private Banker.
SUCCESS INDICATORS
• Portfolio customer acquisition targets are met
• Low dormancy/attrition - Customer retention targets are exceeded.
• Consistent high service scores achieved on the portfolio with strong word-of-mouth referrals.
• Satisfactory audit/ compliance/routine control assessments.
• Low error rate as a result of accurate and efficient service, good knowledge of customer requirements, good understanding of private banker expectations, good product knowledge and understanding of bank processes and systems.
• Speed, accuracy and quality with which instructions are carried out.
• Low dormancy/attrition - Customer retention targets are exceeded.
• Consistent high service scores achieved on the portfolio with strong word-of-mouth referrals.
• Satisfactory audit/ compliance/routine control assessments.
• Low error rate as a result of accurate and efficient service, good knowledge of customer requirements, good understanding of private banker expectations, good product knowledge and understanding of bank processes and systems.
• Speed, accuracy and quality with which instructions are carried out.
PROBLEM SOLVING, PLANNING AND DECISION MAKING
• Identify potential challenges & opportunities and generate possible solutions within the operational, credit and product guidelines and criteria.
• Take into account credit and product policies as well as segment and Group strategy to formulate solutions that benefit both the customer and the bank.
• Apply financial planning, credit and risk management principles (critical).
• Research the total potential customer relationship with the bank (transactional, lending, investment, wealth and corporate banking relationships) as well as the value of connection/ sphere of influence of the high net-worth individual when solving problems and suggesting solutions.
• Take into account credit and product policies as well as segment and Group strategy to formulate solutions that benefit both the customer and the bank.
• Apply financial planning, credit and risk management principles (critical).
• Research the total potential customer relationship with the bank (transactional, lending, investment, wealth and corporate banking relationships) as well as the value of connection/ sphere of influence of the high net-worth individual when solving problems and suggesting solutions.
PLANNING
• Place appropriate emphasis on preparing for customer engagements to ensure that maximum value is added.
• Ensure that diary management is aligned with calling programme and that sufficient flexibility exists for customer appointments.
• Formulate annual, quarterly, monthly and weekly action plans to achieve portfolio sales and financial targets.
• Understand the long term implications of pricing, acquisition and sales strategies.
• Plan to build long term relationships that take into account the whole customer Life Cycle.
• Analyse customers’ financial behaviour, current product holding and short to long term financial needs to identify sales opportunities that are mutually beneficial to both the bank and the customer.
• Ensure that arrangements are made that someone is always available to attend to the portfolio of the Private Banker
• Ensure that diary management is aligned with calling programme and that sufficient flexibility exists for customer appointments.
• Formulate annual, quarterly, monthly and weekly action plans to achieve portfolio sales and financial targets.
• Understand the long term implications of pricing, acquisition and sales strategies.
• Plan to build long term relationships that take into account the whole customer Life Cycle.
• Analyse customers’ financial behaviour, current product holding and short to long term financial needs to identify sales opportunities that are mutually beneficial to both the bank and the customer.
• Ensure that arrangements are made that someone is always available to attend to the portfolio of the Private Banker
DECISION MAKING
• Analyse and integrate new information promptly.
• Monitor changes in broader local market environment and changes in customer behaviour to identify opportunities or potential challenges that require rapid response.
• Assess situations quickly and take initiative within limits of authority. Seek assistance timeously.
• Monitor changes in broader local market environment and changes in customer behaviour to identify opportunities or potential challenges that require rapid response.
• Assess situations quickly and take initiative within limits of authority. Seek assistance timeously.
Minimum requirements
Qualification & Experience
• Extensive sales/marketing experience. Deep knowledge of the private banking / wealth management.
• Good knowledge of competitor offerings and strategies to target the affluent/high net worth market.
• Thorough understanding of the local affluent/high net worth market.
• Understanding of the high net-worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
• Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self-service channels.
• Good understanding and interpretation of financial statements
• Understanding of the bank’s products in respect of service level agreements and the bank’s service provision networks.
• Understanding of which products are most required by high net-worth individuals and/or most beneficial to this market as well as appreciation of which products are most profitable to the bank.
• Knowledge of local market environment and financial issues that may impact portfolio.
• Thorough understanding of credit principles as well as application and maintenance processes.
• Good knowledge of competitor offerings and strategies to target the affluent/high net worth market.
• Thorough understanding of the local affluent/high net worth market.
• Understanding of the high net-worth individual and affluent market – typical profile, lifestyle, financial needs, etc.
• Sound knowledge of all products and channels relevant to this market, including qualifying criteria, product/channel features and benefits, pricing, product/channel combination possibilities and efficient product usage through self-service channels.
• Good understanding and interpretation of financial statements
• Understanding of the bank’s products in respect of service level agreements and the bank’s service provision networks.
• Understanding of which products are most required by high net-worth individuals and/or most beneficial to this market as well as appreciation of which products are most profitable to the bank.
• Knowledge of local market environment and financial issues that may impact portfolio.
• Thorough understanding of credit principles as well as application and maintenance processes.
QUALIFICATION
• Relevant business/financial degree or equivalent qualification.