KPA (KEY PERFORMANCE AREA

KEY RESPONSIBILITIES

A) Customer Service

·        Acts as a central stakeholder in the customer management process.

·        Partners with the Banker on all customer-centric activities, including; periodic portfolio and sales planning; pre-call preparation; post-call follow-up (reporting and action items).

·        Remains engaged and visible within the allocated customer portfolios, regularly participates in customer calling activities, and is positioned as secondary contact for all customer relationships.

·        Assess and understand customer requirements in order to provide appropriate transactional advice.

·        Identify authenticity of the customer for all interactions to prevent disclosure of information to unauthorised persons.

·        Minimise customer hand-offs by taking ownership of all customer needs and provide the customer with an immediate response (depending on the nature of the need) or facilitate the completion of the customer's need with the appropriate authorities.

·        Determines any additional customer needs (including cross-selling and retention opportunities) that could be realised whilst interacting with the customer.

·        Refers all leads for new business opportunities to the Banker.

·        Maintains accurate and up-to-date databases, spreadsheets and customer account information.

·        Liaise with customers to arrange meetings and prepares the necessary welcome packs for the Banker.

·        Ensures that an up-to-date original indemnity is held for the customer before accepting instructions via e-mail or telephone.

·        Manages the risks associated with new and existing accounts, mandates, and specimen signatures by adhering to risk and compliance requirements.

·        Ensures that all new service requests (queries and complaints) are logged correctly and actioned within agreed timelines.

·        Gathers and completes accurate documentation for opening loan accounts (e.g., secured and unsecured) and granting of facilities. 

·        Refers matters outside scoring criteria, with the appropriate information, to the Banker and/or Credit for further investigation.

·        Prepare for annual customer review and ensure that the customer’s latest financial statements, account details etc. are up to date and available during the review period.

·        Stays abreast of the banks’ products and services in order to match customers’ needs with the bank’s offerings.

B) Relationship Building

·        Develops and maintains credible relationships with customers at appropriate levels through reliable, proactive service delivery and the skilful application of specialist knowledge.

·        Be available to customer as the main point of contact for transactional products and credit related aspects.

·        Maintain strong working relationships with interrelated areas of the bank in order to facilitate co-operation and the adherence to required processes.

C) Administration and Risk and Compliance

·        Adheres to sound account management principles for optimal credit portfolio management execution (e.g., reduced excesses, unauthorised overdrawn accounts and overdue review).

·        Provides input into credit applications for evaluation and/or approval by Credit, where required (understands qualifying criteria of customer facilities).

·        Notifies customers timeously of the approval / decline of credit loan facilities.

·        Explore alternative solutions in the event of declined facilities from Credit where feasible and prepare motivation for Banker’s consideration.

·        Adhere to required compliance, legislative, regulatory, etc. requirements e.g., KYC.

·        Understands the risks associated with the customer need and adheres to all risk and compliance requirements when executing on demand.

·        Review and action all relevant reports as required.

·        Stays abreast of compliance matters and adheres to risk and compliance requirements.

·        Identifies any adverse account behaviour (based on referral report and own observations) and liaises with the Banker accordingly.

·        Provides input into the overall effective operations of the portfolio and remains responsible for all risk and compliance related matters pertaining to documentation, onboarding, etc.

·        Ensures that all documentation is up to date and contains all relevant information.

·        Maintains an effective diary system to cater for expiring limits, special instructions, roll-overs and annual credit review.

·        . Operates diligently within the legal and compliance frameworks provided and explain such to customers.

·        Educates and assists customers to understand risk and compliance requirements and procedures associated with their account.

·        Ensures receipt of completed documents and application forms required for all new accounts.

·        Refers matters outside scoring criteria to Banker.

D) Financial Management

·        Identifies business opportunities through optimal growth of assets and liabilities, transactional, margin management and revenue streams in line with agreed targets.

·        Verifyies that all customers in the portfolio meet the segmentation criteria as per defined parameters.

·        Provides input on portfolio performance against targets, service, financial, compliance, credit, risk, etc.

Competency Profile 

Essential 

Desirable 

Less Relevant 

N/A 

1 

Leading and Deciding Action 

 X

1.1 

Deciding and Initiating Action 

  X 

1.2 

Leading and Supervising 

X 

2 

Supporting and Co-operating 

2.1 

Working with People 

X 

2.2 

Adhering to Principles and Values