Sales Support Consultant: Private Wealth at Absa South Africa

Job Summary

Overall job purpose

• Provide sales support to Private Wealth Bankers by acting as the conduit between Private Wealth Bankers, Credit Operations, Product, Virtual Channels and operational environments, and perform all activities required to prepare, finalize and fulfil clients’ application requests received from the Private Wealth Bankers.

Job Description

Key accountabilities

Accountability: Portfolio Support

• Log compliments and complaints on CCP (including Fraud incidents)
• Remediate faulty securities, outstanding KAMLS and manage FICA listings on existing portfolio
• Finalize outstanding HOC within own portfolio
• Facilitate temporary resident approvals and completion of any requests to finalize the transactions
• Attend to PEPs and high risk customer accounts managed in line with Credit Lending and compliance principles
• Maintain continuous feedback to Private Wealth Bankers on a minimum daily basis on all outstanding/pending matters
• Deal with inbound calls with regard to all enquiries via telephone/fax/email
• Assist with client requests including AVAF, Home loans, and Credit Card and follow up as necessary
• Perform 2nd tier quality checking for documents to be sent to Customer Middle Office (CMO)
• Dispatch documents to CMO for quality checking
• Obtain client documents for walk-in clients and Private Wealth Banker visits
• Forward requests to Sales Processing and Fulfilment and maintain benchmark norms
• Attend to walk-in clients and fully support Bankers in taking full ownership of all NON-SALE activity
• Manage Queries sent to Private Assist and ensure resolution and attend to all out of scope queries

Accountability: Portfolio Analytics and Sales

• Prepare client interview pack as per agenda set by Banker for meeting
• Monitor client portfolio activity as per daily, weekly and monthly reports
• Identify opportunities for up- sell and cross- sell of products (within regulatory compliance) and refer to Banker via LRS
• Assist in facilitating and promoting Sales and other campaigns (internal and
• National) in customer interaction
• Analyze documentation to ensure adherence to Client Value Proposition and product offering
• Interact with internal stakeholders for holistic solutioning of clients’ needs and manage internal stakeholders in terms of the Service Level Agreements
• Conduct pre credit assessment and Post Sales Reviews to ensure effective end to end finalization of all related transactions
• Ensure maintenance and updating of LRS system
• Assist with client contact plan as per business processes (i.e. contact clients as specified by the relevant Bankers)
• Conduct a welcome call to clients post on-boarding and where business is fulfilled (i.e. new AVAF account opened, update Card as proof of call)

Accountability: Credit Decisions and Risk Monitoring

• Draw client enquiries and obtain any outstanding information
• Finalize credit and financial checks in line with the requisite norms and standards
• Support the bankers in overall monitoring of the portfolio from a risk perspective
• Monitor referral listings daily and liaise with bankers to finalize
• Conduct portfolio reviews on lending products
• Ensure optimal pricing on clients’ accounts for best non-interest revenue (and identify opportunities for new business)
• Submit applications to Credit for informed decisions within agreed SLA’s
• Ensure that external home insurance vetting is managed within business processes and practice notes guidelines

Accountability: Suite Administration

• Support monthly/quarterly/half-yearly checks e.g. collateral / cards
• Provide weekly feedback to the management team on quality and SLA adherence (Stakeholder SLA Management and Productivity SLA management (turnaround times)
• Perform Back Office Teller processing including processing of journals
• Participate in Basel reporting and related administration
• Provide support in respect of opening and closing procedures if required
• Act in the role of OHS (First Aid, Fire Marshall etc) if required
• Action adhoc requests within the scope of the function to “make the lives of our internal and external customers easier”

Accountability: Personal Development

• Continuously upskill oneself on Products, system enhancements, compliance and/or regulatory requirements in order to adhere to the required quality standards to provide a world–class service.
• Keep abreast of updates (circulars, bulletins and manuals) as well as policies and procedures within the Private Banking environment, on a daily basis.
• Develop knowledge and skills identified in the MyContribution Individual Development Plan as required.
• Demonstrate the willingness and ability to perform to the very best levels to ensure personal alignment to Absa’s Values and Vision.

Education

• Higher Certificates and Advanced National (Vocational) Certificates: Business, Commerce and Management Studies (Required)