Purpose of Role: The Sales Support Officer provides credit administration and sales support to the sales team and is a key liaison between the retail credit team and Lending Operations. This incumbent contributes to the achievement of Retail objectives by reviewing and annotating of the credit management reporting application (CMRIL) and other reports; ensuring that insurance protection is maintained on the retail loan book.
Key Accountabilities:- Completes credit files delivered to Lending Operations and Local Operations with a low discrepancy rate. The original copies of the customer’s security documentation, credit application, facility letter and loan disbursement summary form are sent to Lending Operations. The information is compiled, and a file is created and held in the vault (where applicable).
- Creates and completes customers’ loan files accurately. Customers’ loan files comprise of copies of security documentation, the credit application, the facility letter and the loan disbursement summary which are held within the Branch.
- Where applicable, accurately and in a timely manner keys in loan details in R-Loans for approval by Credit Risk Management (CRMD).
- Follows up and takes action on all insurance policies where renewal certificates remain outstanding as notified by Lending Operations and Local Operations in line with agreed credit policy. Verifies insurance policies with insurance companies and arranges for assignment where required.
- Liaises with valuators/attorneys to ensure documentation is accurately completed and returned within a timely manner. Initiates the process with attorney to prepare mortgage documentation required and follows up weekly.
- Ensures that all fees and charges are collected where applicable. Reviews loan report and cross references between OnDemand and Smart Stream to ensure that all loans which were opened have corresponding fees.
- Ensures adherence to the Banks policies and guidelines when completing all transactions mitigating risk and improving controls.
- Administers non-standard retail loan payments. Completes the maintenance form for non-standard loan payment and follows up with Lending Operations to ensure that maintenance has been processed.
- Provides prompt, friendly and efficient customer service to meet and exceed customers’ expectations, ensuring that CIBC Caribbean’s targeted service levels are maintained and ensuring a high level of personal contribution towards strengthening customer loyalty is delivered by self and team. Responds to customer enquiries and / or feedback promptly and professionally and ensures that requests or concerns are resolved, referring them to other people or areas of the Bank for resolution where required, in line with the CIBC Caribbean customer feedback management process.
- Reviews and annotates the OnDemand, CMRIL and ICBS system reports to ensure that deteriorating situations have been identified, addressed and remediated in a timely manner, e.g. post conditions of sanction (ATAs), expired insurances, overdrafts & excesses, notes with balloons, etc.
- Follows up on irregular liabilities to ensure issues are corrected.
- Monitors bridging loans and follows up with the sales team to ensure timely conversion to residential mortgages within the agreed construction period or early submission of requests for extensions.
- Manages the existing customer base to capitalise on cross-selling opportunities and strives to meet and exceed the satisfaction and loyalty levels for superior customer experience.
- Assists relevant lenders/leaders as applicable with account opening by completing and submitting required documentation to relevant unit(s) to achieve portfolio growth and as applicable with product on-boarding by data input in relevant process/software systems.
- Prepares documentation for release of security documents for closed consumer and mortgage loans in line with guidelines.
Knowledge Required- Comprehensive understanding of CIBC Caribbean retail banking products and services, including all lending and card products.
- Well-developed knowledge of retail credit policies and procedures and the ability to apply these to the structuring of security documents for personal loans and residential mortgages.
- Developed knowledge of and ability to use computer database applications to control customer workflow and to produce reports to management.
Skills Required - Strong interpersonal skills sufficient to successfully interact with internal and external customers and professional service providers.
- Good time management skills with a propensity for keeping deadlines.
- Good verbal and written communication skills.
- Results oriented, self-motivated with a high degree of concern for excellence.
- Self-confident and open to challenge
- Develops self
- Initiative
- Efficient
- Service oriented
Experience Required:- A minimum of 18 months experience in credit sales and administration.
- A minimum of 12 months experience in a customer service role.
Position reports to: Senior Officer, Sales Support