Production Specialist - L1

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.

Roles and Responsibilities:

Knowledge of collateral documentation

Ability to apply credit files and understand credit limit setting and monitoring

Ability to prepare documentation as per credit approval and structure including security documentation and checklist

Working experience under limit management and facility disbursement (including loans).

Should have experience in Facility offer letter and security document preparation.

Should have experience in vetting of borrowing and perfection of security document in line with credit approval

Ability to vet constitutional documents and ensure all customer documents are in good order and valid as per Bank requirement

Ability to apply knowledge of credit administration process in recommending change to policy and procedures

Understand systems and processes supporting credit administration activities

Knowledge of relevant laws and regulations governing credit administration activities

Knowledge of banking regulatory framework

Knowledge of banking products and services

Understand local market trends

• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers and clients business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks