Client Liaison Officer

4 weeks ago

East London, Eastern Cape, South Africa Fidelity Services Group Full time

Client Liaison Officer

Reporting to the Branch Manager

Job Purpose:

The above position is vacant at FCS East London reporting to the Regional Manager of the cash processing region. The overall purpose of this position is to maintain the entire daily operation of the branches and to ensure all deposits have been verified in a balancing position and processed as per contractual agreement between the parties.

Specific Job Responsibilities:
  • Ensure all client queries are dealt with in a professional manner and timeously.
  • Ensure incident reports are completed correctly and handled as required, including communication to clients where required.
  • Ensure client satisfaction is top priority in our line of business.
  • Ensure all daily reports and statistics are filed correctly.
  • Ensure that all relevant video footages pertaining to incidents are downloaded and saved.
  • Give positive or negative feedback to tellers with regards to processes after viewing video footages.
  • Recommend corrective actions to tellers if feedback is negative.
  • Advise management of flaws in teller processing.
  • Investigate all variances encountered during processing of clients' deposits and client queries.
  • Provide feedback to clients where necessary.
  • Keep a thorough record of all counterfeit notes and send returns to head office as required.
  • Provide documentation and feedback to head office with regards to investigations and insurance claims when requested to do so.
  • Keep a proper record of all investigations.
  • Assist with ad hoc tasks.

Key Performance Areas (KPA's)

  • Investigate all variances.
  • Report any irregularities to management.
  • Ensure that all information on incident reports is correct.
  • Give clients constant feedback regarding queries.
  • Report any differences over R 200.00 to Branch Manager and if no manager to your Regional Manager.
  • Report any faulty cameras and VSI's to Branch Manager; if no manager, report any faulty equipment to suppliers.
  • Handling of all queries, incident, and initial investigation reports.
  • Ensure that all relevant documentation for investigations is complete and neat.
  • Ensure all incident reports and investigation documentation are filed correctly daily.
  • Ensure that all cameras are 100% operational and report if found not to be operational.
  • Any other reasonable duties/instructions issued by management.

Minimum Qualifications

  • Grade 12 or NQF Level 4 Certificate.
  • Registered Grade C PSIRA Certificate.
  • MS Office computer literacy (Word, Excel & Outlook)

Skills

  • Good interaction skills, bilingual, communication & negotiation skills.
  • Pleasant telephonic mannerism.
  • Portray a professional image.
  • Excellent administration skills.
  • Good writing & reporting skills.
  • Excellent time management.
  • Honest, reliable and trustworthy characteristics.

Knowledge

  • Have knowledge and understanding of relevant legislation.
  • Minimum of 3 years experience in the specific working area.
  • Be proficient in MS Office programs.

Abilities

  • Must be a team player.
  • Must be honest and reliable, and of good health.
  • Willing to work long hours/overtime due to job requirements.

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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