Consultant: Sales and Service Support

**PRIMARY PURPOSE**

Provide service and administrative support to the sales and distribution teams to deliver a superior client service to clients, ensure efficient operations within the Banks eco-system, related to organization and communication. Act as secondary contact to the clients.

**KEY PERFORMANCE AREAS (KPA's)**

**CUSTOMER CENTRICITY**

**Customer Journey**
- Taking on the role as the secondary point of contact for the Relationship Managers, providing all administrative support ensuring excellent service levels and quality to Bidvest Bank 2021 clients
- Responding speedily and correctly to stakeholder and client queries ensuring that solutions are achieved timeously.
- Providing telephonic support to clients and Relationship Managers to proactively address their needs
- To train and assist the client telephonically on the necessary systems / processes to deal with the Bank in the most efficient way
- To follow up with all parties to ensure that the necessary documentation is in place and processes are followed to ensure reviews are completed and transactions are processed timeously
- To proactively review the client files and ensure the Relationship Managers are advised of the updated client documents that are required.
- Pro-active after Sales; activation of product services, support and customer training and digital migration
- Pro-active identification of X Sell Opportunities

**Client Onboarding**
- Act as a liaison between Relationship Managers and CFX admin
- Check and collate all account opening documentation
- Send all signed opening documentation to CFX admin
- Follow up with CFX admin to ensure account is opened timeously
- Send welcome letter to banker once account has been opened

**OPERATIONAL EXCELLENCE**

**Lending Fulfilment**
- Act as a liaison between Relationship Managers, credit, legal & FAF contract admin
- Once sanction has been received from credit - request facility letter and legal documents from legal department
- Complete quote request and send to procurement
- Send quote to the Relationship Managers once received from procurement
- Request admin to check if supplier/dealer is loaded - if supplier/dealer is not loaded, request documentation from the supplier/dealer to onboard the supplier
- Once supplier/dealer has been onboarded, send confirmation to FAF contract admin
- Request FICA documentation from client
- Submit all FICA documentation to FAF Contract admin to obtain FICA sign-off
- Submit all signed legal documentation to FAF Contract admin for Legal signoff
- Once FICA and Legal signoff has been obtained - advise credit to load facilities
- Request admin to convert quotes and request purchase order/invoicing details
- Send Purchase order/invoicing details to supplier once obtained
- Obtain invoices from supplier
- Send invoices to admin with confirmation of clients banking details so they can draw the schedules
- Once we have obtained the schedules from admin, send to Relationship Managers in order obtain client signatures
- Obtain insurance confirmation from client
- Obtain tracking certificates from client
- Obtain acknowledgement of tracking authorisation letter from supplier or from client
- Obtain proof of payment of upfront fee/deposit
- Send all signed schedules, insurance confirmation, tracking certificates and all other supporting documentation to FAF contract admin for release notes
- Send release note to supplier/dealer
- Once release note has been signed, send release note together with supporting documentation to FAF Contract admin for pay-out
- Request pay-out confirmation from FAF Contract Admin Bidvest Bank 2021
- Send pay-out confirmation to supplier/dealer

**Query Resolution**
- Act as a primary point of contact for query resolution
- Liaise between various internal departments in order to resolve queries (FX Queries, Payments, CFX admin, Fleet admin, Credit and Legal)
- Communicate query outcome directly to clients and banker
- Perform outbound calls to clients in order to better understand the nature of their query
- Accept inbound calls from clients regarding administration issues
- Act as a stand in for the banker where the banker is not available

**Reviews**
- Monitor and action outstanding FICA reviews in conjunction with the banker
- check file for completeness (documents held on Onbase or DMS) and communicate with customer to collate outstanding/updated information.
- Follow up with the client to ensure documentation is received timeously
- Escalate matters to banker where information is not forthcoming from clients
- Request banker to complete Risk Matrix and EDD
- Compile all documentation including coversheet and send file to CFX admin for fulfilment

**GPO/Payment Report**
- Monitor and manage the daily GPO/Payment report
- Inform client of any outstanding documents
- Act as a liaison between back-office and client regarding any outstanding information
- Ensure that no deals are extended or surrendered without client/relationship