Onboarding Specialist - Sandton at RMB - Rand Merchant Bank

Purpose

• The role is responsible for holistically managing requests including client onboarding and ensures that the requests are attended to within the agreed service level agreements (SLA). The role will be required to organize, streamline and oversee the onboarding of New to Bank and Existing to Bank clients. This role is the single point of coordination for each onboarding event related to clients.

Experience and Qualifications

• Minimum Qualification: National Higher Diploma or Degree in a related client services field or Sales or Marketing
• Preferred Qualification: National Higher Diploma or Degree in a related client services field or Sales or Marketing Certificate in Banking
• Experience : 3 - 5 years experience in a similar environment, of which 1 - 2 years ideally at a junior specialist level
• Knowledge Required :  
• 3 – 5 years experience in similar role
• Banking, and financial services, telecoms exposure beneficial
• Corporate Banking value chain
• Client servicing
• Process delivery
• RMB’s Corporate Banking offerings and processes advantageous

Competencies :

• Focus and Sustained Attention
• Selling skills
• Verbal and Written Communication
• Building the Brand
• Business Insight and Risk Awareness
• Commercial and Financial Acumen
• Consulting and Advising
• Digital Dexterity
• Process Competence
• Building Relationships
• Customer Focus
• Teamwork
• Drive and Results Orientation

Responsibilities

• Collaborate closely with relevant business units and RMB product houses as per strategy to identify revenue opportunities
• Drive opportunities for revenue growth and cost reduction such as adoption of digital and other self service options across client base
• Ensure full understanding of customer needs to deliver a quality service
• Ensure customer service solutions are aligned to the business operational plan; Organisational values and service standards
• Communicate how customer service solution will be implemented and secures buy-in
• Ensure product knowledge and advice is technically accurate and provide customers with relevant information to keep them informed of products and service options
• Esnure resolution of customer queries and complaints timeously and ownership of issues
• Analyse customer feedback to help improve customer service
• Propose ideas to improve customer service
• Build relationships that allow for the managing of expectations; the sharing of knowledge and diverse insights; and the creation of buy-in
• Engage in cross-functional relationships to obtain and to provide work support
• Communicate with the client across all onboarding stages to keep the client informed of the status
• 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
• Research, enable and consult on improvements and opportunities to harness technology and platform enablement
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies and minimise redundancy
• Monitor customer feedback reports and align processes to maximise efficiencies
• Improve business decisions by providing accurate and reliable business intelligence (information) together with analysing trends and data
• Provide regular reports on delivery of services against agreed service level agreements and in terms of overall customer targets
• Accumulate information to review work progress that provides input to reporting, decision making and the identification of improvement opportunities
• Engage with customers to understand their unique requirements, drive value optimisation and advise best options for product integration and wealth management
• Manage the growth of active customer account base
• Provide input into the development of the busines area tactical strategy in achievement of the overall business trategy
• Develop and implement an area operational plan in achievement of Business objectives
• Respond to KYC status of clients while managingg the requests received to on-board all new clients to the Bank (includes client product and channel requirements)
• Receive requests to facilitate on boarding or share KYC documentation with other lenders (eg. agency, syndication and distribution)
• Receive requests to issue KYC confirmation certificates to 3rd parties (eg to Vistra for Plover SARL)
• Prepare on-boarding documentation with existing client data and from third party sources to the extent available
• Communicate outstanding requirements to client in a client centric manner
• Receive responses from clients- address all queries and review returned documentation (including FATCA/CRS) within agreed SLA time (includes escalation to Compliance if required)
• Conduct screening and provide risk rating to EBS KYC Fulfilment for capturing into CDS
• Send complete KYC documentation to EBS fulfilment for creation of GS profile and capturing
• Complete facilitation and pre-poulation of account documentation for account opening, account maintenance and account closure processed for new and existing clients by collating necessary documents and forms and sending documents to the respective fulfilment area for processing and enactment
• Comply with all relevant statutory, legislative, policy and governance requirements as well as set processes and procedures related to KYC and privacy.
• Is the custodian for all client data within allocated portfolio, ensuring data integrity
• Maintain and updating of client mandates including account signatories, resolutions and telephonic mandates.
• Supports and/or facilitates   the documentation requirements to execute   the client’s credit related activities (indluding, but not limited to: credit application, credit facilitied loading or reduntion, commitment fees, age analysis and invoicing, excess reports and general facilities utilization reporting), with input from the Rleationship Manager.
• Draft necessary letters as required by client from the bank, within authorized mandates (e.g. letters of good standing).
• Assess own performance against competencies and skills required delivery
• Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results
• Assess own performance against competencies and skills required delivery
• Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results
• Assess own performance against competencies and skills required delivery
• Identify development needs and select effective solutions to address own development need
• Prepare a personal development plan with management to implement and review as required
• Monitor own progress against development plan and measure impact of results