Sales Support Officer

The Sales Support Officer provides credit administration and sales support to the sales team and is a key liaison between the retail credit team and Lending Operations.

About Us

CIBC Caribbean is a relationship bank offering a full range of market leading financial services through our Corporate Banking, Private and Business Banking and Wealth Management segments through its leading digital banking network and locations across the region. CIBC Caribbean is one of the largest regionally listed financial services institutions in the Caribbean.

Maintaining the delivery of exceptional service to our clients requires teamwork. Meet our team of professionals who support delivery across the region. This support requires collaboration, innovation, governance, effective tools, technologies and efficient processes. There are many business segments that comprise our Head Office: Audit, Legal, Finance, Human Resources, Risk Management. Bring your expertise to a team of professionals who bring value to the entire organization.

About The Role:

The Sales Support Officer provides credit administration and sales support to the sales team and is a key liaison between the retail credit team and Lending Operations. This incumbent contributes to the achievement of Retail objectives by reviewing and annotating of the credit management reporting application (CMRIL) and other reports; ensuring that insurance protection is maintained on the retail loan book.

Key Accountabilities:

• Completes credit files delivered to Lending Operations and Local Operations with a low discrepancy rate. The original copies of the customer’s security documentation, credit application, facility letter and loan disbursement summary form are sent to Lending Operations. The information is compiled, and a file is created and held in the vault (where applicable).
• Creates and completes customers’ loan files accurately. Customers’ loan files comprise of copies of security documentation, the credit application, the facility letter and the loan disbursement summary which are held within the Branch. 
• Provides prompt, friendly and efficient customer service to meet and exceed customers’ expectations, ensuring that CIBC Caribbean’s targeted service levels are maintained and ensuring a high level of personal contribution towards strengthening customer loyalty is delivered by self and team. Responds to customer enquiries and / or feedback promptly and professionally and ensures that requests or concerns are resolved, referring them to other people or areas of the Bank for resolution where required, in line with the CIBC Caribbean customer feedback management process. 
• Manages the existing customer base to capitalise on cross-selling opportunities and strives to meet and exceed the satisfaction and loyalty levels for superior customer experience.
• Assists relevant lenders/leaders as applicable with account opening by completing and submitting required documentation to relevant unit(s) to achieve portfolio growth and as applicable with product on-boarding by data input in relevant process/software systems. 

Knowledge Required

• Comprehensive understanding of CIBC Caribbean retail banking products and services, including all lending and card products.
• Well-developed knowledge of retail credit policies and procedures and the ability to apply these to the structuring of security documents for personal loans and residential mortgages.
• Developed knowledge of and ability to use computer database applications to control customer workflow and to produce reports to management.

Skills Required

• Strong interpersonal skills sufficient to successfully interact with internal and external customers and professional service providers.
• Good time management skills with a propensity for keeping deadlines.
• Good verbal and written communication skills.
• Results oriented, self-motivated with a high degree of concern for excellence.
• Self-confident and open to challenge 

Experience Required:

• A minimum of 18 months experience in credit sales and administration.
• A minimum of 12 months experience in a customer service role.

Position reports to: Senior Officer, Sales Support