Coverage Support Manager

Job Description

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 close contacts with individuals within client’s organization

• Acts as a Principal point of contact in the absence of the RM

• Assists, co-ordinates and monitors the introduction of clients to and from other areas of the bank, 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 RM)

• Assist in arranging product presentations, where appropriate in collaboration with the RM

• 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 basis.

• Work with the RM 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 RM 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 client’s portfolios in line with applicable transactions

• In conjunction with the RM 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 in coordination with the RM and respective product owner

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)

• 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 debtor 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.

Business Management

• Prepare information for and attend client meetings to support client servicing

• Follow up those 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

Higher Diplomas: Business, Commerce and Management Studies (Required)