Coverage Support Manager

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Job Summary

Support the Relationship Manager (RM) in client solutioning, service and the identification of leads by being an active member of the Client Relationship Team. The Coverage Support Manager (CSM) assists the RM with sales research, relationship development, needs analysis and risk management of client portfolios. The CSM also serves as the second point of contact to the client.

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)