Regional Customer Liaison Officer

2 weeks ago

Houghton Estate, South Africa SBV Services (Pty) Ltd. Full time

SBV seeks Regional Customer Liaison Officer to provide a proactive customer service function to enhance and improve the customer experience within the agreed SLA standards, by supporting customers who escalate national enquiries in support to the Regional Team Leaders and CLO nationally.

**Customer and Bank Engagement - Nationally**
- Engage in a professional manner with all stakeholders to resolve escalated support office customer queries nationally
- Manage escalated queries verify that the correct feedback is provided to the relevant stakeholders within SLA
- Review, track and analyse portal (customer queries) and coordinate regional team leaders to acknowledge, investigate and close out enquiries on the customer portal daily (Monday to Saturday)
- Monitor the volume of portal enquiry nationally to ensure even distribution of workload within regions
- Active participate in the updating of SOP’s for Processing, ATM and CIT
- Vetting of ISA customer account details with each bank prior to loading (bank account numbers as well as CIT codes)
- Oversee the manual national customer ISA loading and on-boarding process, modification and deactivation of Bank customers (SBSA, Nedbank, FNB and UBank)
- Verify and confirm replication on Retail and Wholesale database within 24 hours on ISA Central and local databases - send proof of account creation to each bank
- Assist with the roll out of projects and pilots nationally or within region specific
- Conduct regular engagement sessions with internal and external stakeholders to achieve service standards within Processing, ATM and CIT.
- Refer all customer escalations and disputes received from Support Office to the Customer Services Manager and provide all the supporting documentation and actions taken to resolve the escalation or dispute.
- Facilitate payroll Adhoc SASSA requests received from all banks. Obtain the necessary authorisations for each request - urgency is required to execute same day service. Once the customer’s account has been debited instruct the relevant cash centre to pack and dispatch each order to the relevant CIT provided. Manage and control the full life cycle.
- Escalate all service failures or national service challenges to the relevant manager at each Cash Centre
- Manage all non-compliance escalations and report to the relevant stakeholders for resolution.
- Escalate any processing backlog or challenges experienced nationally to Customer Services Manager to proactively resolve customer complaints
- Manage customer expectations by means of pro-actively communicating incidents/queries that are not resolved within SLA

**Compile and submit Weekly, Monthly Reports and Presentations**
- Extract customer escalation report Nationally and submit daily to Customer Services Manager
- Expedite all pre-approved customer reports as per customer requests.
- Extract data compile and submit weekly and monthly customer trends within agreed timeframes - Nationally
- Arrange and facilitate monthly internal team presentations meetings with all relevant stakeholders to address customer behaviour
- Prepare monthly / quarterly customer service presentation relating to bank SLA meetings, upon engagements and directive received from the Customer Service Manager
- Compile national daily WIP to be published and distributed to all banks nationally
- Compile WIP age dashboard for the banks - Nationally

**Monitor and Processing of Incidents**
- Work hand in hand with the BI teams to scrutinize and flag duplicate incidents being billed nationally for all banks. Engage with SBV finance to issue credit notes and finalise incident billing files to commence with month end billing.
- Investigate duplicate incidents national to ensure accuracy of monthly billing files. Share corrective actions with the centre manager to prevent unnecessary work arounds.
- Draw the BI daily processing differences report and share with the Regional team leaders to investigate each deposit difference for R100 000 (credit or debit).
- Consolidate daily feedback and monitors that incident levels are billed correctly on SIMS. Update daily tracker report to ensure that the documentation and video footage has been saved and kept in safekeeping for further investigations.
- Where processing inefficiencies are identified from CCTV footage, the documentation is to be shared with the Centre Manager to address compliance to Standard Operating Procedures and institute corrective actions.
- Identify ICU customers and possible losses to proactively provide banks with potential risks
- Ensure compliance received from the Regional team leaders that all relevant video footage for incidents from the difference report is saved and secure for future view
- Escalate possible national customer claims to internal investigations by means of completing an internal investigation form within the agreed timeframe.
- Arrange and facilitate weekly meetings with investigations to obtain status updates on National escala

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