Job Purpose Statement
To deliver exceptional IPF business performance by providing operations support and excellent customer service to clients, with a key focus on data capture.
Key Accountabilities (Duties and Responsibilities)
Financial 10%
Ensure interest rate/Facility fee is charged correctly on all applications. Zero tolerance to errors resulting to reversals or write offs
Cross – selling other bank Products.
Internal business processes 60%
Achieve high level customer service, process controls and set TAT at all times.
Accurate Data capture for all applications received. Zero tolerance to errors resulting to applications send back.
Notification of any accounts in arrears to BRM for follow up and immediate notification to customers in case of unfunded accounts or unpaid cheques.
Customer financials, Evidence of first instalment payment and all relevant supporting documents strictly verified and attached to all applications.
Monitoring of Underwriter exposure limits and IPF Lien deposit accounts for all cash covered underwriters.
100% adherence to policies, procedures and statutory guidelines.
Same day processing of all complete applications within the agreed process flow timelines.
Call back applicants to authenticate applications.
Fully responsible for IPF analysts queue
Handling of customer queries on phone/email
Customer service 25%
Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values.
Deliver Exceptional customer service to all stakeholders.
Learning and growth 5%
Achieve learning/training through E-learning, Internal & External training activities.
Ensure compliance with the leave policy on block leave and minimum carry over.
Own up-to-date and actioned competency assessments and development plans for self
Ideal Job Specifications
Academic: A bachelor’s degree in a business related field.
Professional: A professional qualification in a business course is an added advantage.
Desired work experience: At least one year experience in a banking environment.
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