Client Fulfilment Operations Specialist

Job Description

RMB is a place where exceptional people create their own opportunities by challenging the conventional and driving sustainable impact.

United by our proud heritage and strong ethics. Innovative ideas, it’s the magic of our people and culture that sets us apart.

Now, is the time to imagine your next move with South Africa’s number one employer in Financial Services for 2025, where you can embrace the power of collective thinking to unlock unique opportunities for our clients and society.

This role entails supporting a centralised processing and fulfilment function by ensuring that all legal documents for product and channel requests (opening, closing and maintenance) are accurate and compliant.

Are You Someone Who Can:

• Receive, review, and validate documentation for product and channel requests from clients or internal stakeholders, ensuring alignment with the bank’s fit-for-processing standards.
• Vet documentation for accuracy and completeness and execute approved requests.
• Maintain proactive communication with clients, providing regular updates on activation status, managing expectations, and ensuring timely resolution.
• Accurately process new and existing client requests for channel onboarding (e.g., online platforms, host-to-host integrations) and product activations.
• Verify and manage client information, ensuring accurate updates in internal systems and maintaining detailed records of all setup processes for audit and reporting purposes.
• Engage in document management by indexing validated documentation, archiving outdated records, and ensuring the most current documentation is maintained.
• Interpret legal and banking documentation across various entity types to support request resolution and ensure regulatory compliance.
• Act as the first point of contact for resolving product or channel-related issues during setup, liaising with internal teams such as IT, Risk, and Compliance to ensure seamless delivery.
• Collaborate with Product Managers to understand product requirements and timelines, ensuring efficient and timely delivery to meet client deadlines.
• Conduct regular reviews of fulfilment processes to identify opportunities for improvement, maintain accuracy, and ensure compliance.
• Identify and escalate potential risks within processes and contribute to continuous improvement initiatives based on client feedback.
• Build and maintain strong relationships with clients and stakeholders, adhering to service level agreements to foster trust and satisfaction.
• Take accountability for accuracy and error-free deliverables and ensure that encrypted client data (e-mails) is sent to clients.
• Engage in the execution and support of product and channel-related fulfilment processes, including processing client requests for channel setups and product activations.
• Ensure accuracy, compliance with regulatory requirements, and timely completion of tasks, directly contributing to client satisfaction and operational efficiency.
• Support onboarding and training of new team members on product and channel fulfilment processes.
• Ensure timely and efficient delivery of requested channels and products to meet client deadlines.
• Gather client feedback on product/channel setups and incorporate improvements into processes.

You Will Be An Ideal Candidate If You Have:

• a Bachelor of Commerce in a related field
• 2 to 5 years' experience in Client Experience and Value Management

You Will Have Access To:

• Opportunities to network and collaborate
• Challenging Working
• Opportunities to innovate

We Can Be a Match If You Are:

• Curious & courageous - you're driven by always wanting to know more and learn more and you're brave enough to.
• Obsessed with mastery - you know what it takes to become good at what you do and are constantly pushing yourself to do it.

Are you interested to take the step? We look forward to engaging with you further. Apply now!

Important Closing Date Note

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

All appointments will be made in line with FirstRand Group’s Employment Equity plan. The Bank supports the recruitment and advancement of individuals with disabilities. In order for us to fulfill this purpose, candidates can disclose their disability information on a voluntary basis. The Bank will keep this information confidential unless we are required by law to disclose this information to other parties.