Jobs at Zormelo & Associates

Service Delivery

• Input of Customer Data into the Bank’s System and front-end transaction processing
• Processing treasury bills, do static data amendments, data entry for account opening and loan processing
• Perform Call-Overs and other branch reconciliation

Governance

• Comply with operational risk and rigour standards in respect of protecting people, customers, assets and the organization.
• Ensure compliance with operational risk & rigour requirements e.g. Health and Safety standards, security of premises etc.
• Comply with relevant legislation e.g KYC, banking code service standards, fraud prevention and money laundering procedures

Quality

• Achieve operational rigour excellence in all aspects of activities, processes and procedures undertaken to ensure a satisfactory audit.

Social Responsibility

• Participate in local events to support local needs, develop individual and team skills to raise the Bank’s profile in the local community.
• Agree performance development objectives with the team leader.

Partnership

• Achieve individual customer service targets and support the achievement of team targets by working within relevant service level agreements
• Provide cover for other Team member as and when it becomes necessary

Job Requirements

Competencies/Skills/Knowledge • Managing and developing yourself • Initiative • Quality conscious • Forward Planning • Initiative • Team player • Team building/working • Tact and diplomacy • Results-oriented • Time Management • A general understanding of FOS/BRAINS and other Barclays Africa IT systems • A good understanding of Risk/Rigour Management techniques.

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Job Purpose
Responsible for tele-calling to debtors within bucket one to agree on the payment of outstanding and in the overall complement the collection team in the attainment of its target.

Main Accountabilities and approximate time split
Processing & Controls – (100%)

• Call delinquent (Bucket 1) customers to collect arrears and reduce Impairments to the barest minimum
• To work within the roll rates of the team’s target to reduce account growth in Bucket 1 delinquencies
• To achieve the agreed set target on amount collected, calls, contact rate, PTP rate and KP etc. for the day, month and year
• To maintain a constant telephone contact with delinquent customers on their loan arrears.
• Send arrears letters and SMS to delinquent customers on their loan account status as per the Unit’s strategy on letters and SMS.
• To update Debt Manager with all customer details and agreements reached.
• To search for customer contact details to call for collections action.
• To refer all loan account issues to supervisor for review and advice through Debt

Manager
Knowledge and Expertise
Essential

• knowledge in the use of other key Microsoft Office applications (ie MS Excel, MS Access and MS Word)
• Practical experience in the use of core banking systems (FOS/BRAINS) and understanding of their impact on general banking operations
• Fine writing/documentation skill

Preferred

• Fine understanding of the high level business activities of the various functions
• Fine appreciation of the basic functions of key banking systems and their process dependencies
• Fine understanding of Compliance and other regulatory and requirements
• A certificate or exposure in quality related programme (s)

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Team Management

• Overall management of the various functions within Card Services including Branch Network, External Customer Relations and Merchant Relations
• Plan and review staffing requirements to match service needs on on-going basis.
• Lead, motivate, coach and develop high performing Card Business staff and monitor performance against standards/targets and provide feedback to staff

Card Business Production

• Ensure the timely production and distribution of Cards to respective branches, while ensuring the security and risk exposure of the Cards are minimized. Services provided by Card Business Department are to be delivered in accordance with agreed service standards.
• Ensure the timely installation of terminals to merchants’ locations with appropriate training

Card Business Monitoring

• Put in place and maintain card business dashboard [KPI, KRI and P&L]
• Organize and lead a transversal Card Business committee to review dashboard, decide on and follow up required actions with all stakeholders [Retail, GTB, Marketing, DPO, Risks, Compliance, …]
• Introduce and maintain customer service standards to retain merchants’ and cardholders’ bases and expand by ensuring service provided is appropriate and taking prompt action to rectify problems/queries
• Manage the relationship between the bank and card schemes i.e. Visa, mastercard and GhIPSS on behalf of the bank within the country.

Card Business Development

• Participate in new product development in conjunction with Marketing, Retail, GTB and DPO departments by providing expertise
• Provide support to Marketing department to launch and monitor cardholder marketing campaigns based on analysis to predict and test product usage

Job Requirements

• A Tertiary education; ACIB or a university degree is required.
• A professional certificate in Bank Card Management will be an advantage.
• A minimum of Eight (8) years Banking experience, preferably, in Retail / Consumer banking Must have good coordination and monitoring skills.
• Must have Card business knowledge (cards, POS, ATM, ecommerce, fraud, …)

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Duties

Service Delivery

• Log all calls in respect of queries, indicating the customer and query details as required.
• Act upon telephone calls according to urgency and importance, escalating to manager/team as appropriate
• Responsible for responding to all routine mails, internal/external requests for administrative information.
• Dispatch mail and other documentation from the Unit to recipients within and outside the bank, ensuring timely delivery and confidentiality
• Timely handling of all customer data amendment and cancelation
• Distribution of sales aids (Welcome and fulfilment packs, renewal notices, etc)

Governance

• Understand the appropriate Group and BA Policies & Standards applicable to the role.
• Identify each customer in accordance with procedures as set out prior to releasing any information or performing any action on their account.

Quality

• Achieve operational rigour excellence in all aspects of activities, processes and procedures undertaken to ensure a satisfactory audit.

Social Responsibility

• Participate in local events to support local needs, develop individual and team skills to raise the Bank’s profile in the local community.
• Agree performance development objectives with the Head of Unit

Partnership

• Constantly seek to improve ways of working by challenging the status quo and supporting an empowering climate within the team, sharing knowledge, experience, best practice and providing constructive feedback as required.

Job Requirements

Competencies/Skills/Knowledge • Excellent Communications skills especially both verbal and written • High degree of social skills when dealing with a range of people and situations • Problem Solving skills • Good organisation and time management skills • High degree of competence and facility with Word, Excel, PowerPoint, etc Work Experience • Good experience of office management/admin