Operational Clerk
*To ensure that every opportunity to generate sales leads to the Sales Consultants and Loan Officers are maximized.
*To ensure the generation of leads through superior Customer Service to Walk in Clients, Existing Clients and Telephonic Enquiries.
*To form the support base for Loan Officers and all other Staff within the Branch
*To form a link between Head Office and other branch staff and to assist Branch Staff and Head Office in solving queries
*Capturing and Verification of All Loan Application and Information.
*To ensure that production targets are met through rendering effective backup and support services to all Branch Staff.
*To effect healthy administrative processes within the branch.
*Assess and provide feedback on customer satisfaction.
DESCRIPTION OF TASKS
*To ensure that all administrative tasks in the branch, according to the East Africa Training Manual/NSA Origination procedures are strictly adhered to.
*To ensure that credit granting (affordability calculations), are done according to the East Africa Training Manual/NSA Origination procedures, and are strictly adhered to.
*To ensure that all loan application are captured on NSA correctly and accurately.
*To manage the filing process by:
*Ensuring that all loan application have the necessary documentation
*Maintaining files as per the prescribed standard and format
*Updating the Repayment Control Sheets on a daily basis
*To ensure that the correct Procedures are followed when:
*When Receipting payments
*When Reporting on payments
*Updating the clients files and other branch reports.
*To monitor pending disburment lists and follow up on any variances daily.
*To ensure that reports and administrative requirements are submitted timeously.
*To ensure that all staff in the branch adhere to all Company policies and procedures at all times.
*To monitor, control and report on telephone usage in the branch through the completion of the Branch telephone register in respect of all calls made from the branch.
* Offer a professional, friendly and efficient service to customers focused on building relationships at all times by:
* Always acknowledging a person entering the branch.
* Greeting the client in a welcoming manner.
* Offering assistance before it is asked.
* Being friendly and accommodating.
* Listening attentively to the client's needs and suggesting a suitable product.
* Seeing every client as a potential sales opportunity.
* Forward all successful sales leads to the Branch Manager for allocation to the loan officers
* Ensure that all customer complaints are recorded in the "Customer complaints register".
* Ensure that all customer complaints/queries are dealt with immediately and that a record is kept of all actions taken to resolve the complaint and that the customer receives regular feedback regarding progress.
* Ensure that you are conversant with all services and products offered by the company.
* Ensure that you contribute to the profitability of the branch by meeting repeat and walk in sales leads targets set by management
* Assist the Branch Manager and contribute to marketing initiatives.
* Distribute marketing material as and when instructed by the Branch Manager.
* Assist the Branch Manager in keeping the branch and your work area neat at all times.
* Ensure that the marketing material in the branch is neatly displayed and that display windows are clean at all times.
* Advise the Branch Manager timeously on the ordering of additional marketing material.
* Ensure that maintenance issues are reported to the Branch Manager.
* Ensure that you update and maintain the asset register on a monthly basis
* Ensure that staff in the branch use equipment for the purpose intended.
* Attend training and meetings as and when requested by management.
* Ensure that you are presentable at all times and that you adhere to the company's dress code.
* Ensure that you submit your annual leave planning to your manager in January of each year.
* Ensure that you complete your attendance register daily and that you submit it to your manager for verification.
* Ensure that company procedure pertaining to security is maintained and that you adhere to the company policy in regard to securing branch keys.
* To take the necessary steps in the event of theft, burglary or fire.
* To perform any additional duties over and above the ones listed in this job description as and when required by Management.
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