Job Number: 2278943Business: GE CapitalBusiness Segment: Capital - InternationalAbout Us: Posted Position Title: Personal Loans Enabling OfficerCareer Level: ExperiencedFunction: Financial Services OperationsFunction Segment: Document PreparationLocation: New ZealandU.S. State, China or Canada Provinces: City: AucklandPostal Code: 1010Relocation Assistance: NoRole Summary/Purpose: To provide administrative support specifically to Personal Loans enabling the team to achieve profit targets whilst mitigating risk to the company.Essential Responsibilities: Essential Responsibilities
Be the first point of reference for all aspects of the Personal Loans (PL) Enabling process and provide the highest level of customer service by accurately dealing with and answering all queries in a timely manner.
Support Personal Loan team members and Direct Sales Consultants to provide excellent customer service.
Internal customer complaints and queries are to be resolved promptly, and if uncertainties exist, escalation to the next referral point is to occur immediately.
Understand and complete all PL Enabling checklists for every contract prior to generating documents and/or loan settlement.
Understand process if contract fails or doesn’t create into ICBS.
Referring any non-compliant contract to the Fraud Team or Compliance Officers.
Ensuring that all team and individual KPI’s are met and maintained on a daily/monthly basis.
Ensure accurate entry of desk banking with supporting documents (if applicable).
Demonstrate an understanding of direct sales process, systems and products.
Ensure all customer interactions are of a high standard. This includes building rapport, listening, good questioning, clear communication, etc.
Provide support to the Personal Loan team to ensure all SLA’s are met.
Accurate data entry of Direct Debit Forms via ICBS and Direct Debit letters.
Accurate registration, amendment and discharge of PPSR securities held by GE.
Continually monitor, record and escalate system failures and inefficiencies as identified.
Discuss, investigate, implement and evaluate improvements and measures of efficiencies and standards achieved within the Personal Loans Enabling area.
Coaching and mentoring new hires, as appropriate.
Support cross training initiatives.
Detailed performance targets will be established in accordance with KPI’s.
Achievement of Compliance Responsibilities and Measures.
To consistently meet KPI’s set.
Ensuring compliance with regulatory obligations and GE Policy requirements in a complex regulatory environment.
Ensure Service Level Agreement (SLA) are met.
Tolerance for high volumes and fast paced environment.
Decision Making Authority:
Ability to make decisions in terms of generating documents and settling contracts in line with GE policies and procedures.
Compliance Responsibilities & Measures:
Work in accordance with all GE policies and procedures, demonstrating high ethical standards consistent with the GE Spirit & Letter.
Immediately escalate any potential compliance issues to Team Leader, Compliance, Legal, HR or through any Open Reporting channels
Complete 100% of all Compliance training and any other training as assigned to you when due
Ensure you adhere to all the Environment, Health & Safety (EHS) policies, procedures and responsibilities as detailed in the EHS Manual on the EHS Links site
Other related tasks as agreedQualifications/Requirements: Essential
Completion of Secondary (High School) Qualification (or equivalent).
Previous experience in an administration role.
MS Office – basic computer / typing skills
Data entry / High level of accuracy
Finance / industry knowledge
Word and Excel
Attention to detail
Problem Solving and Decision Making
Excellent communication skills – written and verbal
Knowledge of consumer credit products
Knowledge and understanding of financial management practices
Understanding of legislative requirements and current compliance practicesAdditional Eligibility Qualifications: Desired Characteristics: Attributes/BehavioursCustomer FocusedUnderstands and is responsive to customers’ objectives and needs.Quickly and effectively solves internal customer’s problemsDevelops trust and credibility with the internal customer.Team WorkIs a good team player with good interaction with team membersContributes to team idea generationTo support other areas within Operations (or as directed by TL)CommunicationListens well and can articulate clearly in both verbal and written communicationInitiativeIdentifies what needs to be done and takes action before being asked, when the situation requires itProactively identifies and escalates issues or breaches through the appropriate channelsSeeks out others involved in a situation to learn their perspectivesNegotiation/ InfluencingCan negotiate skilfully in tough situations with both internal and external groupsGains trust of other parties to the negotiationsHas integrity, which does not vary according to circumstances or need to fulfil short term objectivesComplianceMaintains up to date knowledge of Compliance, Legislative & Regulatory requirements and seeks further clarification if required.Ability to work in accordance with Compliance, Legislative & Regulatory requirementsGE ValuesDemonstrates GE Values, always acts with unyielding integrityCommitment to PerformanceContinual Improvement – Builds on strengths and develops weaknesses. Pursues self-development and seeks feedback from others (i.e. TL/ Trainer), whilst being receptive to new ideas, perspectives and constructive feedback.Time & Priority ManagementManages own performance on the job in face of changing priorities and situations and conflicting time frames.Effectively manages own stress.Ability to work autonomouslyTrainingFollow PL Enabling training schedule/coaching and any other training plans put in place by TL / Trainer.Ongoing Training to maintain adequate level of knowledge and self-development in terms of position.