Client Support Consultant

2 days ago

Johannesburg, South Africa Mizo Development Services Full time

Client Support Consultant

Department: Business Support Services

Reports to: Portfolio Manager

Reportees: None

Main Purpose of Role

The Support Consultant is responsible for post-sale support by interaction with key clients and

internal stake holders.

Responsibilities will be customer care support, Debt sale administration, payment files and recons,

financial administration and book take on process.

This role requires for you to be an out of the box thinker and also to be able to work under pressure.

Minimum requirements (Qualifications and Experience)
- Grade 12/matric
- 2-3 years’ experience in client service
- Proficient in MS Excel ( this includes advanced knowledge of excel VLOOKUP’s,

concatenating, pivots to manage payment file recons) - minimum 3-5 years’ experience
- Knowledge of debt collections processes and systems
- Experience with data analysis and report writing / presentation
- Clear written and verbal communication
- Proficient in MS Office
- Cheetah System Knowledge ( Advantage)

Key Responsibilities
- Payment Files
- Download payment file from client systems.
- Ensure payment files are uploaded timeously
- Ensure payment file formats is in line with the automation, check payment for

duplicates, date ranges and any other anomalies
- Ensure payment files are provided on time as per the SLA
- Create automated processes for loading of payments on every new mandate or add

to current process
- Track payments rejected by the automation process and check if payments loaded

correctly - dates, values - any issues consult with IT to investigate
- Track the daily payment file report
- Ensure communication to business/Operations by providing a detailed summary

view of date ranges, per code and concern that you might have picked up, drop in

files etc.
- Inform Line mange weekly of payment files received and invoice per client code
- tracker report
- Drop of recons - raise concerns with line manage if any
- Customer Care
- Assist in managing, resolving and following up on queries logged between internal

customer care and clients
- Set up training for new book purchases on customer care systems/process if

required

book purchase
- Update Customer Care on each new book purchase
- Manage turnaround times on queries, requests
- Ensure contract terms are adhered to
- Debt Sale Administration / Documentation
- Ensure supporting documentation for each debt sale is provided by client
- Ensure Certificates of Balance, Contracts etc. is provided in the format requested
- Ensure all legal supporting documentation is provided e.g. Judgements
- Create Location (FTP, Disk,) for documentation to be dropped by client
- Save all incorrectly provided supporting documentation to format suitable to

cheetah
- Inform all relevant departments on the status of supporting documentation

provided by client for each debt sale
- Build relationships with clients and attend client meetings from time to time
- Financial Administration
- Quality check all invoices that are sent and report payments that are not received

on time
- Ensure that all client and Finance queries are resolved to ensure timeous payment
- Reconciliation of invoices and debtor receipts
- Assist customer care with re-imbursements and refunds
- Book Take on
- Ensure correct data and financials reflected in load files
- Complete and map mandates with relevant information
- Check with Operations to ensure Cession letters are sent out after book load
- Ensure Ops have access to required information/documents
- Manage and process clawbacks to ensure they are in line with contracts/agreements
- Ensure that new client code is set up with Finance for revenue/Invoicing purposes

**Salary**: Up to R324,000.00 per year

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

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