Quality Assurance Supervisor – Employee Banking

This position reports directly to the Head of Retail banking based at the Head Office. To supervise and provide back office support to the Employee Banking team & Credit Administration through conducting verification and quality checks on all Employee banking applications, accurately perform credit and fraud checks in accordance to laid down procedures to limit inaccurate documentation through authentication and mitigate the risk of fraud while ensuring adherence to high levels of customer service and turnaround time.

• A Business degree in finance, Commerce, Business Administration, Economics, Statistics, management or any relevant field.

• Possession of a Certified banking qualification or master’s degree in a relevant field would be an added advantage.

• At least 2 years in a supervisory role preferably in Credit or business

• Relevant Practical training in Employee banking product management.

• Understanding of banking principles, procedures, processes, services and products

• Understanding and appreciation of application documents

• Understanding of credit policies and procedures

• Computer literacy MS Outlook, Word, Excel.

• Ability to build functioning working relationships across organizational, corporate, and cultural boundaries.

• Ability to demonstrate positive image and role model FTB’s values and leadership behaviours.

• Must be a person of impeccable integrity.

• Solid and proven credit skills with relevant business experience and acumen.

• Must have critical thinking, analytical, attention to detail and problem-solving skills.

• Good verbal and written communication skills

• A minimum of 3 years’ experience in a Banking or similar environment of which 3 must be in a Sales, Schemes and People management function.

• Must have an in-depth understanding about Employee banking product features, pricing, benefits, positioning, design and promotions.

This position reports directly to the Head of Retail banking based at the Head Office. To supervise and provide back office support to the Employee Banking team & Credit Administration through conducting verification and quality checks on all Employee banking applications, accurately perform credit and fraud checks in accordance to laid down procedures to limit inaccurate documentation through authentication and mitigate the risk of fraud while ensuring adherence to high levels of customer service and turnaround time.

• A Business degree in finance, Commerce, Business Administration, Economics, Statistics, management or any relevant field.

• Possession of a Certified banking qualification or master’s degree in a relevant field would be an added advantage.

• At least 2 years in a supervisory role preferably in Credit or business

• Relevant Practical training in Employee banking product management.

• Understanding of banking principles, procedures, processes, services and products

• Understanding and appreciation of application documents

• Understanding of credit policies and procedures

• Computer literacy MS Outlook, Word, Excel.

• Ability to build functioning working relationships across organizational, corporate, and cultural boundaries.

• Ability to demonstrate positive image and role model FTB’s values and leadership behaviours.

• Must be a person of impeccable integrity.

• Solid and proven credit skills with relevant business experience and acumen.

• Must have critical thinking, analytical, attention to detail and problem-solving skills.

• Good verbal and written communication skills

• A minimum of 3 years’ experience in a Banking or similar environment of which 3 must be in a Sales, Schemes and People management function.

• Must have an in-depth understanding about Employee banking product features, pricing, benefits, positioning, design and promotions.

Service Management:

1. Ensure all verification requests are acted upon and within agreed TAT in order for the applications to be sent to the next stage in the production line.

2. Pro-actively monitor workflows and queues to ensure that all vetted applications are processed until the final step of disbursement.

3. Ensure that verification emails or calls are done for all applications in a manner that conforms to the customer experience standards promoted by FTB.

4. Ensure that agreed service levels are adhered to or exceed and output is of required quality and control standards

Risk Management & Control:

1. Perform income, employment and identity verification accurately and within time to mitigate risk of fraud or falsification.

2. Contact Clients/Branches/Sales Staff with regards to outstanding information to ensure closure and onward processing of applications.

3. Identify discrepancies on the application documents as well as the supporting documents e.g. but not limited to pay slips, IDs, employment documents among others to ensure application quality.

4. Ensure compliance with all credit, fraud and compliance processes, policies and procedures.

5. Timely and proactively identify risks and opportunities and intimate the same to the line manager.

6. Maintain confidentiality and integrity of customers documents and information while performing your functions.

7. Proactively identify trends that may affect the quality of documents and ensure corrective action and escalation to the unit quality assurance supervisor timely.

8. Ensure target is maintained on a daily basis and hourly basis by following preplanned activities.

Reporting:

1. Ensure timely, appropriate, reliable and consistent reports are generated and made available to the line manager.

2. Assist where necessary with escalated documents queries that may relate to the verification and verdict process or escalate further where required.