SUMMARY:
Client Liason Officer
POSITION INFO:
About the Position
The Client Liaison Officer is responsible to provide superior customer service by attending to and solutioning client queries in a professional manner and within the agreed timelines.
Key Performance Areas
Query Resolution
- Attend to all client queries timeously, professionally and effectively within the agreed SLA (timelines)
- Provide solutions to clients when deviations from agreed processes / contracts are identified
- Communicate service failures and cash differences to clients
- Identify preventative repetitive service failures and communicate to clients as well as the CMC Manager
Client Relationship Management
- Build and maintain efficient client relationships by providing feedback timeously and in a professional manner
- Frequently engage with clients to maintain relationships
- Compile a Database of all clients
- Escalate route cause analyses to Cash Centre Manager of all queries in order to improve on grey areas.
Administration
- Communicate status of all client queries daily to Cash Centre Management
- Conduct daily meetings with CMC Management to determine service failures and provide feedback on specific instances of poor client service
- Log all queries on the Incident report, update the report timeously and close all finalized queries on the report
- Engage with the CLO H/O and provide regular feedback with regards to open / overdue queries
- Update Database of all CMC customers/clients with contact details
Reporting
- Extract cash processing reports and communicate to clients where applicable.
- Provide regular feedback to the CMC Management team with regards to unresolved queries
Health and Safety
- Participate in the design/ development/ review/ implementation and monitoring of the branch safety plans for each year.
- Participate in safety forums created by company for example safety meetings and safety talks
- Report all safety incidents to the relevant people
- Discuss all safety incidents on all levels
- Follow-up on any activities assigned through safety meeting/committee/representative/management
- Attend safety education and refresher programmes
- Comply with safety policies and procedures at workplace
- Distribute safety information as and when required
Competencies, Knowledge & Skills
- Knowledge of financial principles and practices (Essential)
- Knowledge of Cash Management Centre processes and systems (Preferred)
- Knowledge of Track & Trace systems (Preferred)
- MS Office
- Acting professionally
- Excellent Communication skills (written and verbal)
- Numerical skills are essential
- Working with people
- Adhering to principles and Values
- Relating & Networking
- Analysing
- Delivering results and meeting client expectations
- Coping with pressure
Qualification and Experience
- Matric (with Maths / Accounting subjects)
- 3-5 Years relevant working experience in client service, would be deemed appropriate for this level position
- Previous Cash Management Centre experience would be highly beneficial
- Exposure/experience dealing with banking systems would be beneficial
