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Customer Liaison Officer

2 weeks ago

Louis Trichardt, South Africa SBV Services (Pty) Ltd. Full time

**Key Performance Areas (KPAs)**

**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, creating a winning culture and high morale**
**Lead as an Ambassador and executor of Change**
- Act as a change champion in periods of change to ensure continuity to operations

**Minimum Requirements: Work Experience**
- 3 Years’ experience in a similar role handling customer query within the financial / business industry.

**Minimum Requirements: Education**
- 1 Year Certificate in Customer Services / Business Management.