Key Performance Areas (KPAs) 1. Customer Service and Relationship Management • Provide prompt, professional and efficient service to walk-in clients, customers, dealers, Finance and Insurance (F&I) staff, suppliers and retail branches; provide accurate information and refer enquiries appropriately. • Build and maintain credible, trust-based relationships, manage article finance client relationships, resolve queries and complaints promptly, and ensure communications reflect the Bank’s brand values and service standards. • Communicate application and transaction progress, including approval or decline decisions, within agreed timeframes. • Manage turnaround times and meet agreed Service Level Agreements (SLAs) for contracts and disbursements, as well as client and dealer expectations for contract signing, dealer payments and settlement requests. 2. Sales Support and Business Development • Identify cross-selling opportunities, particularly Bancassurance products; refer leads to the appropriate department or person and record referrals in the CrossSelling Leads Register. • Refer settlement requests promptly to the Sales Department to support account retention, and provide feedback through the weekly dashboard. • Obtain monthly dealership sales, performance and application statistics; document dealer visits, discussions and outcomes; and submit dealer reports and statistics as required. • Contribute to the branch’s allocated Advances & Numbers targets and Non-Interest Income Score and Net Interest Income Score objectives. 3. Loan Applications and Credit Submissions • Receive, verify and process vehicle, asset and article finance applications for new and existing clients, including FORM V258A/C, ensuring all required documentation, authorisations and signatures are obtained. • Complete and accurately record ITC checks before the credit application process; obtain and review relevant bank statements and reports as part of the daily routine to assess and verify creditworthiness. • Obtain, certify and verify complete, legible Financial Intelligence Act (FIA) and Ultimate Beneficial Owner (UBO) documentation for each application before client onboarding. • Assess financial performance, creditworthiness, deal structure and collateral adequacy; prepare thorough motivations and recommendations for credit applications and submissions, including FORM 271. • Interpret client exposure accurately, verify calculations, and submit complete applications and excess memoranda to the Head Office Credit Department within required turnaround times. • Compile and attach group exposure reports in accordance with KWATHELA guidelines, ensuring alignment with Phoenix system records, and maintain accurate data on KWATHELA. • Follow up with the Credit Department on approved, declined and pending applications, and communicate outcomes promptly to clients and other stakeholders. • Complete documentation required to process overdraft facilities for existing clients. 4. Contracts and Collateral Administration • Ensure contracts and supporting documents are complete, accurate and legally compliant, unless responsibility rests with a dedicated Collateral function; verify figures, system information, invoices, signatures and witness details. • Obtain valid driver’s licences and correctly complete value-added product and Credit Life Insurance documentation, checking policy calculations in accordance with training. • Conduct and verify HPI (Hire Purchase Information) enquiries and registrations, confirming that no existing financial interests create a risk of double discounting. • Resolve discrepancies and outstanding documentation with marketers; correct differences between source documents, system entries and filing lists, and maintain proper records. • Forward approval and supporting documents promptly to the Collateral Hub for preparation of loan agreement and related documents, let clients sign documents and forward finalised files for timely dealer payment processing. 5. Collections, Credit Quality and Aftercare • Maintain the number and value of accounts in arrears within acceptable norms and established benchmarks. • Carry out daily referral processes and timely follow-up on irregular accounts; diarise follow-up dates, capture interaction notes and actions on the system daily, and book recoverable costs in line with strategic objectives. • Take responsibility for achieving agreed weekly team targets within the branch. • Prepare deferment applications for approval by Credit Head Office and process adjustments only in accordance with signed and approved deferment agreements. • Record all charges recovered, including demand letters, client visits and other recoverable costs, and capture supporting notes on actions and adjustments. • Identify and flag accounts requiring ICU (Intensive Credit Unit) or Special Mention classification. • Follow up on Short-Term Insurance coverage for applicable assets when accounts appear on the arrears list. • Complete O/10 documentation promptly, including all supporting documents, detailed motivations and sound recommendations; ensure submissions reflect thorough risk assessment in line with legal procedures, with minimal errors or returns. • Apply knowledge of IFRIS staging to manage arrears and intervene to prevent accounts from deteriorating to more advanced risk stages. 6. Reporting and Management Information • Prepare accurate reports, standard statements, monthly returns and exception reports for the centralised Credit Office, Credit Department, Manager : Credit and branch, as required. • Action, finalise and submit weekly, monthly and ad hoc reports within Credit Department and branch timelines and prescribed formats. • Report performance results to management monthly and on request. 7. Risk, Compliance and Professional Conduct • Comply with the Bank’s policies, procedures, operational and compliance manuals in all sales, marketing, onboarding, credit administration, collections and client service activities. • Maintain accurate, complete and reliable client records, applications and system entries in accordance with data quality, compliance and risk management requirements. • Meet credit control assessment targets and internal and external audit requirements. • Maintain knowledge of the Credit Agreements Act, Bank of Namibia rules and other applicable banking regulations relevant to the role. • Uphold the Bank’s Code of Conduct, including professionalism, commitment, reliability, confidentiality, brand loyalty and disciplined behaviour in public and internal interactions; comply with Human Resources policies and guidelines. • Propose and implement controls to prevent losses and support a robust Risk Nervous System within the branch and the Bank. 8. Assets, Cost Control and Citizenship • Maintain departmental vehicles and equipment in good condition in accordance with Bank policies and procedures. • Control repossessed vehicles and coordinate and document their transfer to LCB for custody. • Manage branch expenditure prudently and reduce operational expenses through efficient, cost-conscious practices without compromising service quality or compliance. • Participate in social and sponsored events as required to support community engagement and corporate social responsibility. • Improve turnaround times across relevant processes to enhance client and dealer satisfaction. 9. Team Support and General Duties • Maintain current product, system and procedural knowledge, and support on-thejob training of new branch team members. • Complete assigned tasks accurately and within deadlines; perform reasonable and lawful ad hoc duties assigned by management. • Remain flexible and willing to work overtime when required to meet business demands. Competency Profile • Leading and Deciding Action: Sound judgement, assertiveness, self-confidence and problem-solving ability. • Supporting and Co-operating: Teamwork, interpersonal sensitivity, friendliness and effective working relationships. • Interacting and Presenting: Clear oral and written communication, interpersonal skills, and a professional image and grooming. • Analysing and Interpreting: Analytical thinking, insight and understanding, and the ability to evaluate financial and credit information. • Creating and Conceptualising: Identify practical improvements and propose solutions and controls. • Organising and Executing: Planning and organising, attention to detail, quality consciousness, accuracy and reliable execution. • Adapting and Coping: Resilience, flexibility and the ability to work well under pressure. • Enterprising and Performing: Customer focus, delivering results, meeting customer expectations and supporting business growth.

 

Experience and Knowledge 
• At least 6 months experience in a similar environment. 
• Knowledge of banking systems, processing activities, products and services, sales,
basic credit requirements and article finance credit principles. 
• Knowledge of the external environment, market conditions and competitors’
products. 
• Computer literacy in Word, Excel and PowerPoint. 
• Analytical skills to evaluate financial information. 

 

 

• Matric (Grade12). 
• A Diploma in Banking would be an added advantage. 
• A valid driver’s licence: Code BE.