Client Relationship Associate

Empowering Africa’s tomorrow, together…one story at a time.

With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.

CIB Coverage is looking for a Client Relationship Associate based in Cape Town Regional Office.

We are looking for a dynamic CRA to join the Client Coverage team. The ideal candidate should have an NQF6 qualification with 3 years’ experience working in a relationship support role (client onboarding/client service centers/similar). As a CRA your responsibility will be to look after the operational aspect of the client relationship. Ideally we would need the candidate to have a good understanding of client onboarding process and customer service.

The role will be to support the lead Banker in client solutioning, service and the identification of leads by being an active member of the Client Relationship Team.

• 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) relevant to solutioning for vanilla products , which will ensure client is solutioned comprehensively.
• Develop and maintain own contacts with individuals within client's organization.
• Acts as a Principal point of contact in the absence of the Banker.
• Assists, co-ordinates and monitors the introduction of clients to and from other areas of the Absa Group, 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 Banker).
• Assist in arranging product presentations, where appropriate in conjunction with the Banker.
• 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 and reactive basis.
• Work with the Banker 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 Banker 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 by monitoring the clients portfolios in line with applicable transactions.
• In conjunction with the Banker 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.

• 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) documentation.
• 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…