Assistant Branch Manager

The job holder ensures that the customer service teams are able to achieve high customer satisfaction levels through adequate product and service offering knowledge and provides quality customer service when interacting with customers. The job holder is also responsible for handling any escalated customer queries. The job holder works with relevant departments to give feedback on product and service offerings based on analysis of customer feedback. The job holder is involved with process improvement design as well as working alongside automated and digital service channels. The job holder is results-oriented, self-motivated and determined to improve customer service standards. The job holder has strong business acumen to identify new service opportunities. They are organized and able to work independently in fast paced environments. The job holder is also able to lead teams with their pleasant disposition towards internal and external stakeholders.

Responsibilities

• Administer credit controls and limits

• Generate routine statistics and activity reports to identify irregularities in credit activity
• input and maintain credit limits and credit information within systems
• support credit control actions including collections
• write-offs
• expenses and recovery

• Facilitate credit recovery activities

• Execute or direct execution of credit recovery and collection procedures
• monitor borrowers' compliance to financial covenants and escalate irregular activities for further action
• monitor and report status of credit recovery and collection for customer accounts being managed

• Process credit application

• Propose methods to improve overall processes to improve efficiency
• process approved credit applications for disbursement
• ensure completion of Know Your Customer/Customer Due Diligence (KYC/CDD) and other product requirements before processing
• F=facilitate loan drawdown
• redemption
• cancellation
• restructuring processing and/or booking of loans into the system
• process debt restricting plans as per approved credit memos
• Prepare payment instructions and/or notification letters

• Manage credit documentation

• Perform checks
• validate documentation and verify authorization for credit application and processing
• perform documentation check prior to loan disbursement
• answer queries from front office on credit processing status
• review and validate borrowers' information and supporting documents required as part of credit application processes
• collaborate with various parties to ensure transfer and processing of documentation according to required procedures

• Facilitate credit servicing

• Facilitate sending notices
• fixing rates and performing settlements
• process day-to-day transactions of credit disbursement and/or repayment and/or settlements and fees