Document Centre Administrator at RMB - Rand Merchant Bank

Purpose

• To provide a centralized fit for processing function of all Client Account Support Functions (Opening, Closing and Maintenance) requests and Channel Support Functions (PACS, Online Banking, Fintegrate, Receipt It etc). 
• The current function consists of a maker and checker function and the function is interchangeable as per delegation in the team or as and when required. 
• The team is a centralized team performing fit for process on all legal documents received for both Product and Channel on-boarding and maintenance.

Experience and Qualifications

• Minimum Diploma or Degree
• Relevant NQF Level 5 banking qualification is preferable
• Minimum of 3 years banking is preferable customer services experience is compulsory
• Understanding of Client Services environment
• Experience in interacting with difficult Client’s
• Provide team support to your peers and continuous knowledgesharing
• Legal and compliance knowledge
• Passion for client service
• Attention to detail

Competencies:

• Analysis & Attention to detail
• Problem Solving
• Critical thinking
• Creativity & Innovation
• Assertive and Courageous
• Drive & Action Oriented
• Flexibility
• Attention to detail and quality output

Responsibilities

• Receive documentation request from client or internal stakeholder
• Analyze client request
• Identify client need, including documentation and fit for processing requirements
• Pre-populate and send relevant documentation to client for completion
• Vet documentation for correctness and validityExecute the request with speed and quality and keep client updated until resolutionIdentify and suggest opportunities for process efficiencies and own implementation 
• Scan and index verified and validated documentation
• Ensure that most updated documentation is recorded,and outdated documentation are archived
• Process documentation
• Interpret legal and bank documentation for different types of entities for request resolution
• Verify that all documentation is correct
• Validate documentation received against what exists on record
• Adhere to banking rules and regulations
• Ensure documentation sign-off is in accordance with client requirements
• Take accountability for accuracy and error-free deliverables
• Encrypted Client Data (e-mails) are sent to client
• Build and maintain professional working relationships with all stakeholders, displaying excellent abilities to initiate dialogue, listen, advise, influence and negotiate to achieve win-win outcomes.
• Initiate meetings with key stakeholders to track progress, manage expectations and ensure stakeholders’ requirements are delivered.
• Preserves relationships despite airing conflicting views and seeks mutual gains when addressing conflicts.
• Anticipates consequences and adapts problem solving based on continual feedback.
• Act speedily to resolve problems, queries, and complaints.
• Adapt communication styles to meet the needs of different audiences

Self-management:

• Demonstrates pride in the organisation’s brand, services and products by consistently delivering on the brands promise
• Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed timeframes and according to quality standards
• Stay relevant and up to date with legislations and new development
• Maintain a positive attitude and respond openly to feedback
• Handle stress in ways that do not negatively impact others
• Take ownership of personal career development, leveraging formal and informal opportunitiesAct in an ethical, transparent and morally defensible manner, including highlighting unethical practices

Teamwork:

• Continually share, debate and communicate learning’s
• Flag and debate issues constructively
• Contribute to a friendly, co-operative climate in working with others to achieve collective goals
• Be sensitive to others’ feelings, needs, values, views and attitudes and be courteous and diplomatic when dealing with difficulties and problems others may be experiencing (EQ)