Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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Roles and Responsibilities:

• Knowledge of collateral documentation
• Ability to apply credit files and understand credit limit setting and monitoring
• Ability to prepare documentation as per credit approval and structure including security documentation and checklist
• Working experience under limit management and facility disbursement (including loans).
• Should have experience in Facility offer letter and security document preparation.
• Should have experience in vetting of borrowing and perfection of security document in line with credit approval
• Ability to vet constitutional documents and ensure all customer documents are in good order and valid as per Bank requirement
• Ability to apply knowledge of credit administration process in recommending change to policy and procedures
• Understand systems and processes supporting credit administration activities
• Knowledge of relevant laws and regulations governing credit administration activities
• Knowledge of banking regulatory framework
• Knowledge of banking products and services
• Understand local market trends

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Roles and Responsibilities:

  • Knowledge of collateral documentation
  • Ability to apply credit files and understand credit limit setting and monitoring
  • Ability to prepare documentation as per credit approval and structure including security documentation and checklist
  • Working experience under limit management and facility disbursement (including loans).
  • Should have experience in Facility offer letter and security document preparation.
  • Should have experience in vetting of borrowing and perfection of security document in line with credit approval
  • Ability to vet constitutional documents and ensure all customer documents are in good order and valid as per Bank requirement
  • Ability to apply knowledge of credit administration process in recommending change to policy and procedures
  • Understand systems and processes supporting credit administration activities
  • Knowledge of relevant laws and regulations governing credit administration activities
  • Knowledge of banking regulatory framework
  • Knowledge of banking products and services

   

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Deliver