Support the Relationship Manager (RM) in client solutioning, service and the identification of leads by being an active member of the Client Relationship Team. The Coverage Support Manager (CSM) assists the RM with sales research, relationship development, needs analysis and risk management of client portfolios. The CSM also serves as the second point of contact to the client.

Sales, Customer Solutioning and Customer Care

• Responsible for Vanilla Products and the cross sales of those products to existing clients, and to increase the cross-sell ratio of each client ensuring that each client is solutioned 100 %
• Liaise with Product Specialists (e.g. Electronic Banking, International Banking Division (IBD), Absa Cash Solutions, etc) relevant to solutioning for vanilla products, which will ensure client is solutioned comprehensively.
• Develop and maintain own contacts with individuals within client’s organization
• Acts as a Principal point of contact in the absence of the RM
• Assists, co-ordinates and monitors the introduction of clients to and from other areas of the bank, where appropriate, to solution the client comprehensively
• Conducts, Monitor, analyze and provide supporting actions to improve client service based on Client Satisfaction Surveys
• Identify potential new clients by building and maintaining a database of potential clients (as support to the RM)
• Assist in arranging product presentations, where appropriate in conjunction with the RM
• Conduct Service reviews with clients & implement corrective measures to improve service delivery to the client
• Assist in determining the products that most suit the clients’ needs and be able to sell, at short notice, on a proactive and reactive basis.
• Work with the RM and Corporate Service Center to resolve client concerns/complaints.
• Follow up on transactions in progress to ensure that this is in line with Service Level Agreements (SLA).
• Assist RM with monthly analysis and management thereby ensuring that all income is reflected correctly for each portfolio and that any negative income/downward trends are identified and negated proactively.
• Collect all fee income i.e. Facility fees, excess fees, raising and valuation fees, etc by monitoring the clients portfolios in line with applicable transactions
• In conjunction with the RM ensure that a formal client calling plan is in place and that weekly client visits are conducted as per agreed targets
• Responsible for the maintenance and implementation of clients transactional pricing in coordination with the RM and respective product owner