The purpose of this role is to support the Loan Management Unit (LMU) by performing detailed analysis, verification, and processing of loan transactions, ensuring compliance with credit and risk policies, maintaining accurate loan records, and facilitating efficient client servicing and fund management.
1. Loan Administration and Processing
- Capture and verify loan transactions to ensure that all loan disbursements, repayments, interest accruals, and fees are accurately recorded in the system to maintain financial integrity and support accurate reporting.
- Maintain accurate loan records and client data to keep client profiles, loan balances, and payment schedules up to date to enable efficient servicing and ensure regulatory compliance.
2. Compliance and Risk Support
- Ensure adherence to credit and risk policies to verify that all loan transactions comply with internal credit policies and regulatory requirements to minimise exposure to financial and operational risks.
- Support audit readiness and internal control processes to maintain documentation and support internal/external audits to demonstrate compliance and strengthen governance.
3. Client Request and Waiver Management
- Process client requests for waivers, consents, and account changes to ensure timely and accurate handling of non-standard transactions.
- Handle non-standard requests such as payment holidays, covenant waivers, or changes to loan terms to support client needs while maintaining policy alignment.
- Track and report on non-credit-related client interactions to enhance service quality and provide transparency for internal stakeholders.
- Maintain a log of client communications and decisions for audit and service quality purposes to ensure accountability and support continuous improvement.
4. Fund and Billing Management
- Assist in fund disbursement tracking and billing processes to ensure that funds are released according to approved terms and that billing (interest, fees) is accurate to support financial accuracy and client satisfaction.
- Reconcile client accounts and support financial reporting to match payments and charges to ensure account accuracy, prevent discrepancies and enable reliable financial statements.
5. Reporting and Data Integrity
- Generate reports on loan performance and transaction status to provide insights into portfolio health, arrears, and operational metrics to support strategic decision-making and risk monitoring.
- Ensure data accuracy in related systems to validate that all financial and client data is correct and up to date to maintain system integrity and enable reliable analytics.
6. Operational Execution
- Collaborate with team members to efficiently carry out tasks, utilising technology tools to enhance productivity and ensure accuracy and attention to detail in all deliverables.
- Maintain high standards and support seamless operations through diligent and precise work.
7. Communication and Coordination
- Ensure effective communication and seamless coordination within the team and across departments.
- Convey information, expectations, and updates to team members, ensuring they are well-informed and aligned with organisational objectives.
- Promote an open and inclusive communication environment where team members feel comfortable sharing ideas, feedback, and concerns.
- Coordinate activities with other teams or departments, facilitating collaboration to achieve shared goals.
- Act as a liaison and foster strong interpersonal relationships.
- Utilise appropriate communication tools and platforms to maintain efficient and transparent information flow.
8. Stakeholder Management and Problem-solving
- Collaborate effectively with stakeholders to achieve common goals, facilitating open and clear communication.
- Listen, share information, and foster a cooperative environment that encourages diverse perspectives and collective problem-solving.
Key Measurements of Outputs
1. Turnaround time for processing loan transactions
2. Percentage of loan transactions captured accurately
3. Timeliness and accuracy of reporting
4. Percentage of client requests processed within SLA
5. Time taken to resolve challenges
a) Digital Acumen
- The ability to understand, contribute to, and drive the adoption of digital technologies and processes within an organisational context to improve efficiency, create new value, and transform operations.
b) Data Collection and Analysis
- Based on knowledge of the reasons behind the analysis, can define the most appropriate means of data collection.
- Is able to develop formats for data collection.
- Is able to define the most appropriate internal and external data/information sources.
- Identifies key facts in an array of data, recognises when pertinent facts are incorrect, missing, or require supplementation or verification.
- Breaks down data into parts to understand the nature and relationship of the parts.
- Has a broad knowledge of statistical data-handling techniques.
- Can undertake more comprehensive analysis of data/information, but is not required to conclude.
c) Financial Analysis
- Basic general knowledge of applicable statutes, regulations, entity/company practices and concepts.
- Interprets and applies laws and regulations, analyses information and evaluates the impact of policies/procedures and practices.
- Accumulates data; summarises information into pertinent, understandable, and presentable form; discerns valid from invalid comparisons of data; and seeks an explanation for variations in the data.
- Initiates and maintains working relationships with stakeholders.
d) Reporting
- Prepares both standard and non-standard reports to time and quality standards.
- Collate and analyse readily available data for inclusion in a report.
e) Stakeholder Mapping and Analysis
- Ability to identify, categorise, and prioritise stakeholders across sectors and regions using stakeholder analysis tools.
f) Written Communication
- Technically experienced and fully competent writer: can write independently various technical and nontechnical documents.
- Uses a clear and easily understood writing style when communicating technical information to nontechnical employees or individuals.
g) Presentation Skills
- Understands how to present objectives compellingly and maintain the interest of the audience.
- Knows how to deliver presentations appropriately (e.g. maintaining eye contact, the appropriate use of hand gestures, etc.) and at the correct pace.
- Knows how to clarify and confirm people’s feelings, concerns and needs.
Minimum Qualification
- Bachelor’s Degree in Finance, Accounting, Economics, Business Administration or Banking.
Minimum Experience
- A minimum of 2 years of experience in loan administration, credit operations, or financial services support.
- Experience with transaction processing and client servicing in a banking or DFI environment is preferred.
- Experience in working with loan management systems (e.g. SAP).
- Demonstrated experience in client relationship management, handling escalations professionally, and resolving disputes.
- Knowledge of credit and investment risk dynamics.
Desirable Requirements
- Certifications: CFA (Chartered Financial Analyst), SAIPA, SAICA, or CIMA (for accounting-focused roles), or Credit Management Certification (e.g., Institute of Credit Management).
- Understanding of legislative and compliance frameworks: Companies Act, PFMA, MFMA, King IV/V.
- Knowledge of IFRS (especially IFRS 9).
- The KPA’s, competencies and relationships listed in this document are not exhaustive, and the incumbent will be expected to undertake additional duties within their capacity to meet the needs of business and/or the business unit.
a) Analytical Thinking
- Breaks problems into simple lists of tasks or activities without assigning values.
- Makes a list of items with no particular order or set of priorities.
b) Attention to Detail
- Double-checks the accuracy of information or work.
- Ensures that the work produced doesn’t contain any errors.
c) Information Seeking and Analysis
- Asks direct questions to people who are directly involved in a situation/issue.
- Uses available information.
d) Teamwork and Cooperation
- Values and utilises the expertise of colleagues, asking for ideas and input and collaborates to form decisions and plans.
- Willingly learns from others.
- Creates opportunities for knowledge and expertise sharing between all members of the team.
e) Achievement Orientation
- Delivers work on time and quality and follows through on agreed commitments.
- Views new work experiences as an opportunity fo growth.
- Reacts immediately to overcome setbacks or/and/or obstacles to meet goals.
- Recognises and acts upon current opportunities.
f) Customer Service Orientation
- Makes oneself fully available, especially when the customer is going through a critical period.
- Requests ongoing feedback from customers and takes action in response to it; manages to retain and capitalise on existing customers.
- Takes the “extra step” to resolve customer issues appropriately, even in cases where they do not fall under their own area of responsibility.
- Is aware of the level of service offered by the competition and provides more for customers than they expect.
