Prestige Banking Support

Empowering Africa’S Tomorrow, Together…One Story At A Time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

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Job Summary

• To deliver a smooth, unfragmented and consistent customer experience at all touch point and at all stage of the customer’s journey.
• Assist Relationship Manager to manage a portfolio of Prestige Customers by efficient delivery of the execution of all transactional operations and processing and follow up on credit request and applications.
• Adhere to complaint management policy and aim at first day resolution.
• Promote Prestige banking to new clients to increase market share and also cross-sell and upsell to deepen share of wallet.
• Build long term relationship with clients through regular communication and a close follow up and follow through of all requests.
• Increase the digital adoption by Prestige clients.
• Demonstrate advanced product knowledge and provide adapted solutions to customers.

Job Description

Key Accountabilities

• Actively seeks ways and implements actions to provide an excellent customer client service in order to promote Customer Experience Index.
• Provide assistance and advise to customers and manage any complaints by providing proactive solutions while aiming for FDR. Ensure that the resolution letters are well written.
• Participate in the initiatives to achieve the objectives of Prestige Segment in terms of income and also costs.
• Promote use of remote and digital channels and migrate customers to use our digital channels
• Undertake all end-to-end operations duties.
• Action on leads and manage them through CLM Optimus.
• Process credit applications for Unsecured loans from application to disbursement.
• Follow up on all credit requests from approval to disbursement.
• Ensure proper follow up and execution of all customer requests and ensuring that regular feedback is provided to clients at all times.
• Assist Prestige RMs in management of Delinquency list.
• Achieve operational rigour excellence in all aspects of procedures and processes undertaken to ensure a satisfactory audit.
• Comply with all relevant legislations and regulatory guidelines, Absa Policies, processes and procedures e.g. Financial Intelligence and Anti Money Laundering Act, Code of Banking Practice, Fraud prevention and money laundering procedures, Minimum Operating Standards, Branch & Cash Operations Guideline, End to End Cash Management, etc;
• Working with the Prestige Team to deliver exceptional business performance.
• Demonstrate Team Spirit by providing support to colleagues within Prestige Banking                                                                  when required.
• Work collaboratively with colleagues for the smooth running of the business.
• Agree performance development objectives with line manager.
• Pursue self-development to increase personal effectiveness acknowledging strengths and areas for development.
• Participate actively in Retail activities.
• Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Risk Management Framework and internal Absa Policies and Policy Standards. Understand and manage risks and risk events (incidents) relevant to the role.
• Depending on business contingencies, you may be called upon to perform other duties assigned to you by management.

Education

Diploma: Banking