Job Description

Job Summary

Support the end-to-end processing of Small Business & Agriculture (SB&A) lending applications by performing application triage, CCR and KYC verification, mailbox management, lending workflow administration, document validation, customer onboarding support, and application routing activities. Ensure all cases are processed within agreed SLAs while maintaining compliance with regulatory requirements, operational controls, and quality standards.

Key Responsibilities

What You'll Do

• Review and triage SB&A lending applications originating through Branch, Direct, GWS, SBASP and digital channels.
• Assess customer eligibility using business rules, SME exposure calculations, credit grades, repayment capacity results and lending thresholds.
• Categorize and route applications to appropriate lending queues based on entity type, product type, sector and eligibility outcomes.
• Perform Central Credit Register (CCR) checks and process credit enquiries through CRIF.
• Complete Know Your Customer (KYC) reviews and anti-money laundering checks using Equiniti/KYCNe.
• Validate supporting documentation including financial statements, business plans, SBCI documentation, grant approvals and customer identification documents.
• Manage SB&A shared mailboxes and respond to lending, DocuSign, CCR, lender and customer queries within SLA.
• Process DocuSign requests, positive affirmations, facility letter reissues and customer authentication requests.
• Update lending systems including nCino, Toscana, CRIF and related workflow applications.
• Investigate and resolve CCR errors, KYC exceptions, application discrepancies and workflow failures.
• Maintain accurate case notes, audit trails, workflow records and customer contact logs.
• Meet productivity, quality and compliance standards while supporting continuous process improvements.

What You Need

• Relevant banking operations, loan processing, KYC, customer service or financial services experience.
• Knowledge in lending operations, underwriting support, business banking operations or KYC/AML processes.
• Numerical accuracy, document/system reconciliation, clear business writing and practical Excel skills.
• Experience in business banking operations, lending support, credit administration, CCR/KYC processing or SME lending.
• Associate: routine cases with guidance; Analyst: independently trained processing; Senior Analyst: complex cases and authorised peer-review/KT support.
• Graduate in Commerce, Business Administration, Finance, Banking or related discipline. Work within approved permissions and protect customer information.

Business Banking Knowledge

• Understanding of Small Business and Agricultural lending products.
• Knowledge of loan and overdraft processing.
• Working knowledge of SME Exposure, Total Group Exposure (TGE) and repayment capacity assessments.
• Knowledge of business entities including Sole Traders, Limited Companies, Registered and Unregistered Partnerships.
• Understanding of CCR, KYC, AML and customer due diligence requirements.
• Familiarity with SBCI, Agri Lending, Business Start-Up Loans, Commercial Lending and Contingent Liability products.
• Awareness of credit risk indicators, lending eligibility criteria and supporting document requirements.

Language & Communication

• Excellent written and verbal English with professional customer-service etiquette.
• Ability to communicate professionally with customers, lenders, business advisors and internal stakeholders.
• Strong email drafting and mailbox management skills.
• Ability to explain lending requirements and documentation requests clearly.

Effective stakeholder management and customer service orientation.

Skill Requirements

Other Requirements