1. Credit Quality
1.1 Number of Accounts in Arrears:
Maintain the number of accounts in arrears within acceptable norms.

1.2 Value of Accounts in Arrears:
Ensure the total monetary value of accounts in arrears does not exceed established benchmarks.

1.3 Bad Debt Ratio:
Maintain bad debt at no more than 1% of total assets.

 

2. Credit Aftercare
2.1 Monitoring and Follow-Up:
Conduct timely follow-ups on irregular accounts. Responsible for diarizing follow-up dates, capturing all interaction notes on the system daily, and ensuring appropriate cost recovery bookings in line with strategic objectives.

2.2 Reporting Compliance:
Ensure all required reports are actioned, finalized, and submitted on time in accordance with instructions from the Credit Department and branch timelines (weekly and monthly reports).

2.3 Escalation and Management Reporting:
Submit completed reports to the Administration Manager for escalation to the Divisional Head, adhering to agreed reporting timelines.

2.4 Team Performance:
Personally, accountable for achieving the team’s weekly performance targets as agreed upon within the branch.

 

3. Routine Administration
3.1 Account Administration
Ensure timely and accurate processing of all amendments on existing loan accounts, with particular attention to the following responsibilities:

•    Process monthly payment adjustments and follow up with the Administration Department to ensure timely finalization of client requests.
•    Handle client requests and adjustments in accordance with signed and approved deferment agreements.
•    Prepare and submit deferment applications to the Credit Head Office for approval.
•    Update the system with all charges recovered, including those related to demand letters, client visits, and other recoverable costs.
•    Accurately capture all notes on the system reflecting actions taken and adjustments made.
•    Identify and flag accounts that require ICU (Intensive Credit Unit) or Special Mention classification.
•    Issue Article 11 letters and ensure all relevant documentation is sent with proof of registered mailing, filed appropriately.
•    Follow up on Short-Term Insurance coverage for all applicable assets once accounts appear on the arrears list.

3.2 Completion of O/10 Documents
•    Responsible for the timely completion of all O/10 documentation, ensuring inclusion of all required supporting documents, detailed motivations, and sound recommendations.
•    Submissions must reflect thorough risk assessment in line with legal procedures, with minimal errors or comebacks.
•    Exception reports must be accurately compiled and submitted to the branch as required.

3.3 Maintenance of Vehicles and Equipment
•    Ensure that all departmental vehicles and equipment are properly maintained and kept in good condition, in accordance with the Bank’s policies and procedures.
•    Exercise control over all repossessed vehicles, including coordination and documentation for their transfer to LCB for custody.
•    Conduct regular inspections of floorplan articles in accordance with established requirements and guidelines.

3.4 Compliance
•    Ensure full adherence to the Bank’s internal policies, operational procedures, and compliance manuals in all sales, marketing, onboarding, and client service activities.
•    Maintain high standards of data accuracy and integrity across all client records, application forms, and system entries, in line with the Bank’s compliance and risk management protocols.

3.5 Reporting to Management
•    Submit Monthly and Ad-Hoc Reports to Management by ensuring all performance results are completed and reported to management on a monthly basis and upon request, in line with prescribed procedures and formats

3.6 Expertise
•    Comprehensive Product Knowledge. Possess thorough understanding of the Bank’s products and services relevant to this role, enabling effective client and dealer engagement
•    Demonstrate knowledge of key regulations including the Credit Agreements Act, Bank of Namibia rules, and other applicable banking regulations to ensure compliant sales and service delivery
•    Maintain sufficient knowledge of internal systems and procedures required to perform duties efficiently and effectively. Support the on-the-job training of new team members within the branch.
•    Deliver Professional Client and Dealer Service by providing exceptional service with accurate, clear information about the branch’s offerings, aiming to minimize complaints and enhance satisfaction.
•    Effective Communication and Feedback with regular communication with clients and dealers.
•    Comply with all general Human Resources policies and guidelines, contributing to a professional and respectful workplace.
•    Must possess a sound understanding of IFRIS staging (Stages 1 to 3) and demonstrate the ability to effectively manage and intervene to prevent accounts in arrears from deteriorating to more advanced risk stages.

 

4.  Collateral Administration
4.1 Follow-Up on Outstanding Securities/Collateral
•    Assist the Collateral Department with timely and effective follow-up on faulty or missing securities and outstanding documents to ensure all collateral is complete and compliant.

4.2 Ensure Safe Custody of Collateral
•    Enforce strict adherence to prescribed procedures for the handling, storage, and safekeeping of all collateral files and securities, ensuring they are securely stored in the designated vault as per Bank policy

 

5. Customer Focus
5.1 Customer Service
•    Engage all clients professionally and respectfully, ensuring they receive accurate, current information about the branch’s products and services.
•    Build and maintain strong, positive relationships with all stakeholders, in alignment with the Bank’s service standards and expectations.
•    Ensure all client communications—both verbal and written—consistently reflect the Bank’s brand values, service principles, and value commitments, with no valid complaints received.
•    Adopt and promote a customer-centric mindset that contributes to the Bank’s long-term sustainability and growth.

 

6. Sales Focus
6.1 Marketing and Cross-Selling
•    Proactively identify cross-selling opportunities and refer leads to the appropriate person or department, in alignment with the branch’s strategic focus. Ensure all referrals are recorded in the Cross-Selling Leads Register.
•    Facilitate the retention of accounts where settlement requests are received by promptly referring them to the Sales Department and providing timely feedback through the weekly dashboard.

 

7. Citizenship 
•    Actively participate in social and sponsored events as required to support the Bank’s community engagement and corporate social responsibility initiatives.
•    Contribute to reducing operational expenses through efficient and cost-conscious practices.
•    Work to reduce turnaround times across all relevant processes to enhance client and dealer satisfaction.
•    Ensure client and dealer expectations are consistently met, especially regarding settlement request.

 

8. Company
•    Contribute actively to continuous growth in the branch’s allocated Advances & Numbers targets, as well as achieving Non-Interest Income Score and Net Interest Income Score objectives.
•    Manage branch expenditure prudently, keeping costs to a minimum without compromising service quality or compliance.

 

9. General
•    Willingly perform any reasonable and lawful ad hoc duties as assigned by management
•    Ensure all assigned tasks are completed accurately and within set deadlines
•    Demonstrate flexibility and willingness to work overtime when required to meet business demands.
•    Utilize the Spark Folio platform actively to give and receive recognition within the team

 

Leading and Deciding Action

Supporting and Co-operating

Interacting and Presenting

Analysing and Interpreting

Creating and Conceptualising

Organising and Executing

Adapting and Coping

Enterprising and Performing