Client Liason Officer

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