*Treating Customers Fairly and Compliance*
*Create and maintain productive relationships with internal and external clients by providing advice and assistance
*Create understanding of the ‘real’ versus ‘perceived’ need through experience and expertise while complying with company policies, legislation and regulations
*Keep the client informed about progress through written communication, telephone communications, and/or face-to-face meetings
*Build a positive image by exceeding client expectations at all times
*Treat internal and external customers fairly at all times
- *Focus areas and responsibilities include:
*Ensure effective implementation and staff awareness of all compliance related regulations and new legislative requirements;
*Attend to tasks in respect of any compliance projects;
*Ensure FISERV alerts are actioned accurately and timeously;
*Facilitate and attend to staff access and training on all banking systems (OCS, Online Credit, OMM and FISERV);
*Liaise with IT Developers, Project Managers, Project Owners and relevant managers/staff on required IT/system developments and enhancements and assist with system specifications where necessary;
*Attend to all required testing in respect of system developments and enhancements on OCS, Online Credit and FISERV and provide feedback accordingly to the project team based on the Lending Division’s requirements;
*Conduct the necessary system training to users in the team;
*Ensure timeous review of audit reports as requested by Internal Audit and align audit queries with processes where necessary by interaction with the relevant personnel/departments;
*Review and update division’s policy and procedure manual and RACI matrices and ensure department’s implementation and adherence to all policies and procedures;
*Manage/oversee the customer due diligence and ongoing customer due diligence process within the Property Lending Division;
*Processing fee invoices and managing the fee income schedules, fee debtor schedules, attorney fee schedules and the reconciliation thereof;
*Monitor expired and expiring facilities and update the WIP schedule accordingly;
*Liaise with new and existing clients of the Bank, and the relevant departments to facilitate, co-ordinate and finalise all FICA and compliance requirements for lending transactions;
*Critically review and submit all required risk registers bi-annually or as required for the Lending Division; and
*Provide clients with the necessary information, support and assistance throughout the life span of their facilities/business transactions with the Bank, to ensure quality service and maintain business relationships.
*Compliance, Audit, Risk and Regulatory / Other*
Understand all aspects of compliance and how these affect the Lending Division. These aspects must be taken into account when taking on any tasks for the Bank.
Manage/oversee the customer due diligence process for new clients and ongoing customer due diligence process for existing clients and provide training, guidance and assistance, where necessary.
Ensure transactional monitoring and sanction screening monitoring by actioning all alerts generated on FISERV timeously and accurately.
Timeously and diligently attend to all tasks required for the effective implementation of the RBA/new legislative requirements.
Ensure effective implementation of RBA/new legislative requirements/PoPI Act.
Timeously and diligently attend to tasks required for the effective implementation of TCF.
Ensure the effective implementation of TCF and staff awareness around TCF.
Ensure compliance with FICA, FATCA, POPI and FAIS/TCF.
Ensure all internal audit outstanding matters are resolved.
Ensure that there is no non-compliance that may result in regulatory fines.
Ensure identified non-compliance is resolved.
Minimise persistent non-compliance identified within the Lending Division.
Manage number/percentage of significant audit issues within the Lending Division that have gone past due implementation date (i.e. overdue by 60+ or 90+ days).
Manage number/percentage of recurring significant audit issues within the Lending Division (i.e. where findings raised in prior audits come up again in subsequent audits, particularly when such findings were confirmed to have been resolved).
Maintenance of all required risk registers.
Staff and personal attitudes to clients and colleagues (professionalism, mutual respect, team approach)
Understand and assist with the Bank’s commitment to its corporate governance policies within the workplace, economy, society and environment
*Manage client queries in an efficient manner and ensure all queries and client requests are attended to timeously, ensuring client satisfaction at all times. Coordinate, where necessary, aspects of a transaction, ensuring the timeous and smooth conclusion of transactions.
*Managing and growing client relationships and existing loan book*
Effectively manage, maintain and strengthen client relationships.
Continuously provide clients with the necessary support and assistance, always ensuring the highest level of service and client satisfaction.
Maintain existing loan book by ensuring client satisfaction and receiving positive feedback on all aspects of the process.
Monitor expired and expiring accounts and ensure monthly payments and settlements are processed on time.
*Managing strategic internal relationships
*Effectively manage, maintain and strengthen internal relationships.
Provide relevant departments – Credit, Operations, Compliance, Admin, Internal Audit, IT and any other relevant department -with required information, assistance and support to ensure the smooth running of all transactions and to ensure regulatory compliance and system efficiency.
Manage effective communication and relationships with the relevant personnel to ensure the Lending Division’s interests are always represented when completing and implementing all compliance projects; audit requirements and process & system enhancements.
*Manage the fee, work in progress (WIP) and liquidity processes within the Lending Division.
Facilitate and attend to staff access and training on all banking systems (OCS, Online Credit, OMM and FISERV).
Attend to tasks in respect of TCF, RBA, RiskScure, FISERV and DocFox projects- meeting and discussing with the various task teams to achieve the required project objectives.
Provide guidance on the actioning of alerts generated on FISERV.
Liaise with IT Developers, Project Managers, Project Owners and relevant managers/staff on required IT/system developments and enhancements and assist with system specifications where necessary to represent the requirements of the lending Division.
Attend sprint planning sessions and stand ups in respect of OCS and Online Credit.
Attend to all required testing in respect of system developments and enhancements on OCS, Online Credit and FISERV and provide feedback accordingly to the project team to represent the requirements of the Lending Division. Conduct the necessary system training to users in the Lending Division.
Ensure timeous review of audit reports as requested by Internal Audit and align audit queries with processes where necessary by interaction with the relevant personnel/departments.
Review and analyse processes within the Lending Division with the view to create efficiencies – in line with Audit report reviews and system developments and/or enhancements.
Review and update division’s policy and procedure manual and RACI matrices and ensure department’s implementation and adherence to all policies and procedures.
Ensure the Lending Division’s Job Descriptions and KPAs are completed/ updated/scored and timeously submitted to HR.
Critically review the risks and submit required risk registers bi-annually or as required for the Lending Division.
Attend to Adhoc projects required within the division and with other divisions where input is required from the Lending Division.
Assist auditors with audit queries when necessary.
Co-ordinate team events, travel and administration when necessary.
Knowledge of all banking systems.
Knowledge of all compliance related aspects.
Proficiency in Microsoft Excel and Microsoft Word.
Client management skills.
Ability to work under pressure.
Strong sense of teamwork.
Effective presentation and training skills.
Willingness to take on ad-hoc tasks.
Excellent communication, interpersonal and organisational skills.
Positive, professional attitude.
Bcom/Property related studies advantageous
Minimum 3 years’ experience within the financial services industry
Job Type: Permanent