Ivy Mathenjwa

Loan Application Evaluation and Capturing:

• Evaluate loan application documents for completeness and accuracy.
• Accurately capture and document relevant information from application forms.

Client Engagement and Document Collection:

• Liaise with clients to obtain outstanding or additional supporting documents.
• Conduct telephonic and written communication with clients and relevant parties in the loan application process.
  Financial Assessment and Credit Policies:
• Perform reconciliations for self-employed, rental, and commission income.
• Acquire a thorough understanding of credit policies to effectively advocate and motivate applications.

Affordability Assessment and Submission:

• Conduct an initial affordability assessment and calculate loan-to-value ratios for informed decision-making.
• Prepare and submit applications to the credit department, ensuring all necessary information is included.

Quality Assurance and Communication:

• Ensure the credit department conducts a thorough and accurate assessment before communicating outcomes to clients.
• Communicate final loan application decisions to clients, providing clear and comprehensive explanations.

Loan Completion and Disbursement:

• Complete all loan application tasks, including the seamless disbursement of funds.
  

Effective Inquiry Management:

• Managed clients' inquiries with a focus on professionalism and efficient resolution.
  Proactive Communication:
• Fostered effective communication with clients, addressing their needs and striving for first call resolution.
  Collaborative Problem-Solving:
• Collaborated with cross-functional teams to escalate and recommend appropriate solutions for clients' inquiries.
  Client Support and Information Delivery:
• Supported clients by providing relevant information about their accounts and ensuring they were updated on products and services.

Optimized Communication Channels:

• Optimized digital communication channels to interact with a diverse client base, addressing their preferred methods of communication.
  Service Alignment:
• Aligned actions with the philosophy of delivering outstanding service, contributing to an exceptional client experience.

Continuous Training Adherence:

• Adhered to departmental training standards to stay updated on the latest SAHL and partners' products.
  Compliance and Regulation Adherence:
• Complied with processes, policies, and regulatory requirements, including adherence to POPIA and FICA etc.

Home Loans Processing:

• Receive and process Home Loans applications, ensuring completeness and accuracy.
• Assist clients in borrowing funds from their existing bond.
  Credit Assessment and Documentation:
• Analyze credit assessments and verify the submission of all required documents.
• Check if the customer currently has any open loans with the Bank.
• Conduct a system workup based on customer income for comprehensive evaluation.
  Customer Interaction and Query Resolution:
• Contact customers promptly if any required documents are missing.
• Receive and address customer queries or complaints effectively, aiming for first attempt resolution.

Financial Transactions and Account Management:

• Amend customers' debit order details as required.
• Add and remove Insurance and Assurance on customers' home loan accounts based on their preferences.
  Efficient Resolution Practices:
• Provide resolutions on the first enquiry to optimize customer service efficiency.

Streamline Systems and Processes:

• Streamline existing systems, processes, and procedures to enhance operational efficiency, improve performance, and elevate customer contact experiences.

Customer Interaction and Solutions:

• Respond to incoming calls from customers, providing accurate solutions in line with customer requests.

System Application Utilization:

• Efficiently open and leverage system applications to support and enhance work processes.

Call Logging Accuracy:

• Ensure precise and timely logging of calls according to the call classification system.

Customer Retention Implementation:

• Implement customer retention strategies to retain customers, aligning with company objectives.

Quality Customer Query Resolution:

• Address all customer queries within defined quality standards and resolve them within agreed Service Level Agreements (SLA).

Adherence to Standard Operating Procedures:

• Adhere to standard operating procedures, ensuring a systematic approach to tasks.