Customer Liaison Officer

**Responsible for effective end-to-end balancing of one or multiple bank GL**
- Execute all balancing functions as per the agreed upon SOP and adhere to bank SLA timelines
- Capture all teller totals daily in respect of Cash Received/Cash paid out on Cash Summary as per SOP
- Obtain GL Cash Account statement from the applicable Bank within SLA timelines
- Capture applicable Bank’s GL Totals and reconcile with SBV cash summaries
- Complete centre-balancing summary for host and other Banks as per SOP requirements
- Compile and submit “Certificate of Balance” in accordance with the Delegation of Authority.
- Receive and resolve discrepancies received from the Processing Department.
- Manage and escalate outstanding items within designated timeframes.
- Verify that debit and credit inter-teller transactions reconcile to zero
- Maintain an updated record and filling system for audit purposes
- Monitor all system transactions and escalate all outstanding items to the Processing Management team.

**Responsible for the timeous resolution of queries from banks and outstanding items**
- Address and resolve deposit queries from applicable bank within designated timeframes.
- Investigate and resolve all outstanding items on recon within the applicable timeframe
- Reconcile and report operational differences
- Clear all untraced operational differences to applicable expense accounts on a weekly basis
- Correct Teller Balancing sheets accordingly where applicable

**Risk Management within your designated area**
- Review and reconcile all SARB discrepancies debited or credited to GL via Difference Management system
- Capture, analyse and investigate all discrepancies to establish root cause and provide feedback to Processing

Management team for corrective action and recoveries
- Review all daily reports on the applicable systems and advise on corrective action for breaches out of SLAs and SOPs
- Manage and maintain weekly and monthly cash check register
- Report back to the applicable bank on rectifications when required

**Customer Service Management**
- Investigate all customer queries, liaising and assisting all relevant stakeholders to resolve customer queries within the

agreed upon SLAs
- Responsible for the end to end management of the query portal, logging, tracking and monitoring customer queries
- Escalate complex queries/outstanding disputes to Regional Customer Liaison Officer for resolution
- Investigate no service enquiries, obtain all relevant documentation and present to the Centre Manager for approval

of credit notes where necessary, processing according to company policies and procedures

**Build and Maintain Stakeholder Relationships**
- Build and maintain relationships with all relevant stakeholders, internally and externally
- Responsible for educating customers on SBV processes (accompanied by the respective banks relationship manager)

to maintain SBV deposit processing standards
- Responsible for updating and maintaining customer information on the customer service database

**Incident and Claims Management**
- Obtain all paperwork for the daily incidents, investigations and claims, collate and report to the relevant stakeholders
- Escalate outstanding paperwork to HOD for immediate action
- Resolve customer incidents and provide regular updates with regards to progress
- Obtain reference numbers from Banks and update on the relevant system
- Responsible for the end to end management of the incident and claims management system, logging, tracking and

monitoring all customer incidents
- Responsible for the filing of daily incidents and claims for the relevant month
- Secure and save video footage as per customers request
- Arrange cash centre access for customers to view video footage as and when necessary
- Follow up on outstanding credits daily and escalate to the Regional Customer Liaison Officer where necessary
- Inform relevant stakeholders of any operational delays which may impact delivery of service
- Follow up with customers and investigations teams as to outstanding claims received

**Reporting**
- Report on all queries falling out of SLA and submit to Regional Customer Liaison Officer and Customer Liaison Manager
- Compile a Trend Analysis report weekly, providing recommendations to the Regional Customer Liaison Officer
- Escalate all possible losses to internal investigations by means of an incident report
- Liaise with relevant stakeholders to obtain any information needed for reporting purposes.
- Investigate and report on all claims, providing feedback to the Regional Customer Liaison Officer and the customer
- Conduct a root cause analysis and report on all ACDP and Desk Top differences, resolving or escalating where necessary

**Live the organisation culture within one’s centre**
- Live the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment

towards the mission.

Provide leadership to employees within the organisation, cr