Consultant: Sales and Service Support

Primary Purpose

Provide service and administrative support to the sales and distribution teams to deliver a superior client service to clients, ensure efficient operations within the Banks eco-system, related to organization and communication. Act as secondary contact to the clients.

KEY PERFORMANCE AREAS (KPAs)

CUSTOMER CENTRICITY

Customer Journey

Taking on the role as the secondary point of contact for the Relationship Managers, providing all administrative support ensuring excellent service levels and quality to Bidvest Bank 2021 clients
Responding speedily and correctly to stakeholder and client queries ensuring that solutions are achieved timeously.
Providing telephonic support to clients and Relationship Managers to proactively address their needs
To train and assist the client telephonically on the necessary systems / processes to deal with the Bank in the most efficient way
To follow up with all parties to ensure that the necessary documentation is in place and processes are followed to ensure reviews are completed and transactions are processed timeously
To proactively review the client files and ensure the Relationship Managers are advised of the updated client documents that are required.
Pro-active after Sales; activation of product services, support and customer training and digital migration
Pro-active identification of X Sell Opportunities

Client Onboarding

Act as a liaison between Relationship Managers and CFX admin
Check and collate all account opening documentation
Send all signed opening documentation to CFX admin
Follow up with CFX admin to ensure account is opened timeously
Send welcome letter to banker once account has been opened

OPERATIONAL EXCELLENCE

Lending Fulfilment

Act as a liaison between Relationship Managers, credit, legal & FAF contract admin
Once sanction has been received from credit - request facility letter and legal documents from legal department
Complete quote request and send to procurement
Send quote to the Relationship Managers once received from procurement
Request admin to check if supplier/dealer is loaded - if supplier/dealer is not loaded, request documentation from the supplier/dealer to onboard the supplier
Once supplier/dealer has been onboarded, send confirmation to FAF contract admin
Request FICA documentation from client
Submit all FICA documentation to FAF Contract admin to obtain FICA sign-off
Submit all signed legal documentation to FAF Contract admin for Legal signoff
Once FICA and Legal signoff has been obtained - advise credit to load facilities
Request admin to convert quotes and request purchase order/invoicing details
Send Purchase order/invoicing details to supplier once obtained
Obtain invoices from supplier
Send invoices to admin with confirmation of clients banking details so they can draw the schedules
Once we have obtained the schedules from admin, send to Relationship Managers in order obtain client signatures
Obtain insurance confirmation from client
Obtain tracking certificates from client
Obtain acknowledgement of tracking authorisation letter from supplier or from client
Obtain proof of payment of upfront fee/deposit
Send all signed schedules, insurance confirmation, tracking certificates and all other supporting documentation to FAF contract admin for release notes
Send release note to supplier/dealer
Once release note has been signed, send release note together with supporting documentation to FAF Contract admin for pay-out
Request pay-out confirmation from FAF Contract Admin Bidvest Bank 2021
Send pay-out confirmation to supplier/dealer

Query Resolution

Act as a primary point of contact for query resolution
Liaise between various internal departments in order to resolve queries (FX Queries, Payments, CFX admin, Fleet admin, Credit and Legal)
Communicate query outcome directly to clients and banker
Perform outbound calls to clients in order to better understand the nature of their query
Accept inbound calls from clients regarding administration issues
Act as a stand in for the banker where the banker is not available

Reviews

Monitor and action outstanding FICA reviews in conjunction with the banker
check file for completeness (documents held on Onbase or DMS) and communicate with customer to collate outstanding/updated information.
Follow up with the client to ensure documentation is received timeously
Escalate matters to banker where information is not forthcoming from clients
Request banker to complete Risk Matrix and EDD
Compile all documentation including coversheet and send file to CFX admin for fulfilment

GPO/Payment Report

Monitor and manage the daily GPO/Payment report
Inform client of any outstanding documents
Act as a liaison between back-office and client regarding any outstanding information
Ensure that no deals are extended or surrendered without client/relationship manager's consent
Escalate ALL matters to the relationship managers when there is no resolution between Sales Support and Back Office

Finance

Supporting the Monthly Sales Revenue Target

To provide the necessary administrative support to the Business Bankers and Relationship Managers to ensure that the clients needs are met, thus facilitating the achievement of revenue targets
Avoid penalties and fee write-offs
Provide support to ensure reviews are completed timeously to avoid revenue loss

Training

Keeping abreast of Compliance (FICA) requirements
Knowledge of Banks processes and systems
Up to date knowledge of Business Banking products

Requirements

Qualifications: Matric Certificate in Banking, or Equivalent NQF 5

Experience: 2 years in an administrative or client service role, or 3 years in a sales and client service role in a financial

institution

Knowledge, Skills And Abilities Required