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Officer, Credit Processing & Disbursement at NCBA Bank
Job Purpose Statement
Maintain and uphold high level standards of operations, controls, audit, and compliance in loans booking and processing, observing all KYC requirements in all transactions, eliminate errors, operational losses, and fraud while adhering to all laid down processes/procedures.
Recommended:
Key Accountabilities (Duties and Responsibilities)
Internal Business Processes (80% Weighting)
- Ensure all loans received are processed with 100% accuracy and within the set Turnaround Times (TATs). Escalate any items requiring longer processing times in a timely manner.
- Ensure instructions are actioned within the stipulated TAT and provide feedback at all times. For items requiring further approvals or information, provide immediate feedback to avoid customer complaints.
- Handle loan queries raised by various business units, promptly review them, and, if requiring intervention from the Temenos team, provide feedback with tentative solution timelines and regular updates on progress.
- Assist in various projects and tests requiring confirmation of system capabilities, raising any issues noted immediately for correction before deployment.
- Conduct daily review and sorting of items raised in the authorized AA transaction report.
- Immediately review, resolve, and provide feedback on items raised by the Credit Admin team regarding cash pool, available commitment, rates, loan status, and other areas.
- Support the processing unit when required to ensure smooth processing of items.
- Conduct daily review of the CRM, ensuring all issues are closed within the stated TAT and escalating items needing more time for closure in a timely manner.
- Maintain high standards in customer service by:
- Upholding customer confidentiality at all times.
- Adhering to prescribed customer Service Level Agreements (SLAs) to eliminate customer complaints.
- Ensure customer complaints decline and reduce operational errors and reversals. Promptly resolve or rectify any delinquencies on facilities arising from internal errors.
- Perform weekly filing after ensuring all documents have been fully scrutinized and signed off correctly.
- Undertake any other duties assigned by management.
- Attend to any official duties allocated from time to time in the credit operations department.
- Ensure all approval conditions are clearly indicated in loan processing documents and correctly signed off.
- Stay up to date with process flows and SLAs, ensuring full adherence. Propose improvements to management for review when processes can be enhanced.
- Maintain a tidy workstation and ensure customer confidentiality is always upheld.
- Ensure proper and up-to-date filing of all instructions and other credit operations-related communications and processing documents used for posting, done regularly by self and team.
- Help reduce occurrences of operational errors and reversals in loans due to negligence by self and team.
- Help the team achieve a satisfactory departmental audit rating.
- Ensure a department customer satisfaction index above 70% with no issues related to self.
- Ensure call abandon rate of self and team is less than 10%.
- Identify and close revenue leakage streams.
- Ensure 100% collection of revenue as per bank tariff.
- Contribute to the growth of the bank’s business by minimizing expenses and collecting all revenue as per the bank tariffs stipulated in loan processing documents.
Customer (New to Bank) (10% Weighting)
- Open 10 new accounts yearly.
- Achieve an average minimum balance per month per cross-sell greater than TZS 20M (3%).
Learning and Growth (10% Weighting)
- Learn as much as possible from other department members to ensure proper service delivery.
- Assist other staff members to succeed by facilitating, monitoring, and suggesting initiatives.
- Achieve at least 40 hours of learning/training through e-learning, internal, and external training activities.
- Ensure compliance with the leave policy on block leave and a minimum carry-over of 6 days.
- Uphold all NCBA core values at all times.
Stakeholder Management
- Internal: All departments
- External: Customers
Decision Making Authority/Mandates/Constraints
- Type: Operational
- Budgetary Control: Not specified
Work Cycle and Impact
- Time Horizon: 2 weeks to 1 month
- Nature of Impact: Planning
Ideal Job Specifications
Academic
- Bachelor’s degree in business-related fields
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Professional
- Professional Banking Qualification (ACIB) is an added advantage
Desired Work Experience
- At least 6 months in a banking environment
NCBA Bank Core Value Behaviours (Performance Drivers)
- Driven: Passionate, bold decision-making, learning from failures, seeking new challenges, appreciating different views, and constantly raising the bar.
- Open: Candid, honest, and transparent interactions. Listening to each other and clients, being inclusive, and always respecting each other.
- Responsive: Proactive, acting quickly and resolutely to deliver results, prioritizing customers’ interests, keeping it simple, and seeking new ways to improve.
- Trusted: A trusted partner doing what is morally right, keeping our word, and being accountable while believing in each other.
Ideal Job Competencies
Technical Competencies
- Technology Skills: Computer literate with proficiency in computerized financial analysis applications.
- Industry Knowledge: Basic knowledge of the financial sector and current banking operations practices.
Behavioural Competencies
- Ability to Work in Extreme Conditions: Able to work under extreme pressures and sometimes at extreme times with minimal supervision and compensation.
- Personal Ethics: Honest, fair, and just with self and others, demonstrating integrity in work and business contacts.
- Communication Skills: Excellent written and verbal communication skills and presentation skills.
- Interpersonal Skills: Able to work with people of various temperaments without becoming negatively emotionally involved.
- Proactive: Initiates new methods to make work easier.