Slindile Dlamini

Customer service:
• Provide a second face office-bound (information/ query handling) service point for a portfolio of business relationships.
• Perform a liaison role between the Business Manager, clients, business centres and back office service fulfilment and credit functions.
• Interact with clients to establish financial information requirements.
• Educate clients regarding the parameters and routine procedures governing product and service offerings
• Interview Business customers, when required.
• Assist with completion of documents and opening of all accounts for the Business market.
• Ensure that welcome letters are sent to new customers via the call centre.
• Attend to transferring and closing of accounts, when necessary.
• Assist customers with financial requests by interviewing the customer and completing all relevant forms.
• Maintain and control customer investment and lending portfolios daily
• Issue Debit Cards and encode PINs to customers
• Arrange the manager’s appointments for the week ahead and obtain the relevant background information.

2. Lending support and risk management:
• Accurately and efficiently collates and checks securities documentation and mandates for banking facilities.
• Analyse business and financial information e.g. balance sheets, financial statements and management accounts, to prepare and motivate credit applications in line with Credit requirements.
• Process credit applications and ensure compliance with all conditions of sanction and service level agreement with Credit.
• Prepare and submit facility letters to customer once approval has been received from Credit. Filing of facility letters.
• Monitor daily excesses and authority sought to ensure that client facilities are managed within the parameters set by Credit. May exercise discretion (with management approval) regarding account conduct based on a close knowledge and understanding of client activities.
• Complete annual credit reviews for the portfolio.
• Obtain signatures to security documents for accounts on the manager’s portfolio.
• Actions all items appearing on the Referral list daily.
• Obtain background information regarding credit applications.
• Complete and process credit applications (including assessment of new business).
• Assess balance sheets.
• Attend to requests for guarantees by bank and property guarantees.
• Respond to and originates correspondence to customers and Credit Support Service Unit.
• Assist with credit checks on new and existing accounts and credit applications, when necessary.
• Assist with and support risk management by actioning credit referrals (e.g. accounts in excess /account overspend) and verifying credit violations (e.g. loan or credit payments not made.)
• Scrutinise/action all relevant reports according to relevant requirements
3. Sales
• As part of the business centre team, actively work to achieve Sales and Financial targets as per KRA scorecard
• Collectively be responsible for the profitability of the business centre; growth in advances and deposits, growth in net-interest income and non-interest revenue, net profit before tax, cost containment growth in new business and increased cross-sell and up-sell ratios for the various product categories.
• Maintain customer portfolio data, analyse and create insights to identify opportunities for additional facilities
• Explains, promotes and sells a range of Mercantile Bank Ltd (MBL) product offerings that meet the financial needs of business customers.
• Cross-sell additional value adding services and products like internet Banking, Point-Of-Sale (POS) to existing customers to assist them in growing their businesses
• Identify and refer sales leads to business partners like Commrisk
• Supports the Business Manager in researching and prospecting for new sales opportunities.

• Analyses credit data to estimate degree of risk in extending credit or lending money in support of a broader client relationship
• Year on year revenue growth versus budget for team portfolio
• Achieving the delivery of exceptional customer experience against the Balanced Scorecard standards
• Act as the point of contact for the defined customer portfolio.
• Deal with customer complaints and ensure that it is resolved to the satisfaction of the customer
• Manage the growth of active customer Account Base to increase client base
• Ensures a competent portfolio management as well as asset and liability growth
• Achieving the delivery of exceptional customer experience against the Balanced Scorecard standards
• Manage the growth of active customer Account Base to increase client base
• Maximise Business Portfolio cross sell opportunities and strengthen client relationships
• Convert identified leads into successful sales
• Achieve individual targets as set according to appropriate business area or sales plan
• Comply with governance in terms of legislative and audit requirements
• Manage the % of facility documents outstanding in excess of 60 days after renewal as measured by Collateral team per BS Team / region based on facilities approved and documents submitted
• Ensure effective Data Management by ensuring expired limits are attended to against set target
• Prepare credit proposals for review by the Credit Product House
• Compliance with procedures and processes
• Keep abreast with what's happening within the market place and more specifically with regards to process and credit policy
• Manage own development to increase own competencies

To manage branch resources and implement operational policies and processes to maximise sales as return on capital employed; mitigate risks and ensure excellent customer experiences
• Drive and Monitor Operations and Migration to enable the Branch to achieve maximum operational effectiveness and influence effective digitisation of customers
• Measure and ensure compliance to Branch Audit and process and processes requirements to mitigate risk
• Manage people by executing management responsibilities and create an environment that encourages employee growth and performance excellence
• Identify opportunities to expand our customer base with creditworthy and potentially profitable customers
• Focus on providing optimal services and improving service delivery processes to meet or exceed customer expectations
• Prevent wastage and identify process improvements to contain and reduce costs