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

Contact information

Miranda Van Wyk