Client Relationship Associate at Absa Group Limited (Absa)

Job Description

Accountability: Sales, Customer Solutioning and Customer Care

• Responsible for Vanilla Products and the cross sales of those products to existing clients, and to increase the cross-sell ratio of each client ensuring that each client is solutioned 100 %
• Liaise with Product Specialists (e.g. Electronic Banking ,International Banking Division (IBD), Absa Cash Solutions, etc) relevant to solutioning for vanilla products , which will ensure client is solutioned comprehensively
• Develop and maintain own contacts with individuals within client's organization
• Acts as a Principal point of contact in the absence of the Banker
• Assists, co-ordinates and monitors the introduction of clients to and from other areas of the Absa Group, where appropriate, to solution the client comprehensively
• Conducts, Monitor, analyze and provide supporting actions to improve client service based on Client Satisfaction Surveys
• Identify potential new clients by building and maintaining a database of potential clients (as support to the Banker)
• Assist in arranging product presentations, where appropriate in conjunction with the Banker
• Conduct Service reviews with clients & implement corrective measures to improve service delivery to the client
• Assist in determining the products that most suit the clients’ needs and be able to sell, at short notice, on a proactive and reactive basis.
• Work with the Banker and Customer Services Consultant to resolve client concerns/complaints.
• Follow up on transactions in progress to ensure that this is in line with Service Level Agreements (SLA).
• Assist Banker with monthly analysis and management thereby ensuring that all income is reflected correctly for each portfolio and that any negative income/downward trends are identified and negated proactively
• Collect all fee income i.e. Facility fees, excess fees, raising and valuation fees, etc by monitoring the clients portfolios in line with applicable transactions
• In conjunction with the Banker ensure that a formal client calling plan is in place and that weekly client visits are conducted as per agreed targets
• Responsible for the maintenance and implementation of clients transactional pricing

Accountability: Risk and Operational Management

• Co-ordinate security and Local Documentary Product (LDP) documentation for customer’s signature.
• Co-ordinates the handling of interest claims
• Co-ordinates the handling of fraudulent transactions by logging this onto the Customer Care Process (CCP) system
• Responsible to assist the Credit Operations in Limits Assurance on portfolios & providing relevant information to the Credit Operations team.
• Work with the Security /Legal to finalize security and Local Documentary Product (LDP) documentation
• Complete documents and obtain client signature(s) for opening/closing of accounts
• Obtain required documentation from clients e.g. public documents, FICA documents etc to support the opening of accounts
• Follow up with client on outstanding documentation such as FICA, security, product, Local Documentary Product (LDP) related
• Assist with telephonic enquiries/client queries relating to security matters.
• Assist with KYC reviews, PEP reviews and take-ons and Deferrals.
• Ensure that the client complies with Credit conditions of grant relative to the standard covenants and conditions by obtaining a monthly debtors list, and provide this list to the Credit Operations department for updating the Security Management Register.
• Excess Report Management Take daily action based on referral listing and reporting to Credit Exposures Managers on a daily basis.

Accountability: Business Management

• Prepare information for and attend client meetings to support client servicing
• Follow up that new clients and products are set up on relevant systems e.g. EBD
• (Electronic Banking Division), Merchant Services & International Banking)
• Develop and maintain contacts with Specialists in other areas of the Group Including Product Houses, Credit and CPF (Commercial Property Finance),etc
• Attend regular meetings held with functional team
• Work as part of a solutioning team namely the Banker, the Credit Analyst, the Customer
• Service Consultant, the Customer Service Officer and the Credit Officers

Education

• Bachelor`s Degrees and Advanced Diplomas: Business, Commerce and Management Studies (Required)