Service Liaison
2 weeks ago
**Job Description**:
BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.
PURPOSE
The main purpose of this role is to provide first line support to Clients by effectively processing all Client input documents, requests for information / queries and perform first-line problem resolution, in order to ensure BankservAfrica’s products and services proactively meet Client and industry expectations.
You will engage with the following stakeholders:
- Internal and External Customers
- Internal Departments
- Regulatory bodies
Your key responsibilities include:
- Foster open communication between support areas, establish agreed priorities for projects and leverage shared services in achieving objectives
- Where necessary Identify new revenue opportunities an escalate to product management for further action
- Monitor service level agreements with all support functions where it impacts products.
- Regular meetings IT (Operations (service related and resolution)
- Provide input for CRM Operations meetings
- Quality monthly reporting (submitted on time, professions demonstrable thought/comments, accuracy etc.)
- Track and drive resolution of any system performance issues or incidents raised
- Monthly reporting on customer service provided, implications and any actions to grow or improve
- Ensure monthly billing and reporting is accurate and actioned together with the Finance team
- Define and analyse problems, incidents etc. and escalate in order to derive a solution
- Proactive management of incidents and communication where appropriate
QUALIFICATIONS / KNOWLEDGE
- Business Qualification degree / diploma would be an advantage
- Required Microsoft office suites
- Business writing Knowledge
EXPERIENCE
- Minimum 3 years’ experience in payment and financial industry
- BankservAfrica products (EFT, AC, EDO, Card, AVS, ICMS, MNS, etc) and processes
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