SBV South Africa
Customer Liaison Officer (Talent Pool Ftc)
Houghton
Posted 2 days ago
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Customer Liaison Officer (Talent Pool Ftc)
**Key Performance Areas (KPAs) – Customer Service & Operations]
**Customer Service Management]
- Investigate all customer queries, liaising and assisting relevant stakeholders to resolve within agreed Service Level Agreements (SLAs)
- Manage end-to-end enquiries: logging, tracking, and monitoring customer queries
- Escalate complex queries or pending disputes to Regional Customer Liaison Officer for resolution
- Handle no service enquiries:
- Obtain relevant documentation
- Present to Centre Manager for credit note approvals (per company policies)
- Process according to established procedures
- Assist with and verify payroll requests/orders:
- Confirm necessary authorisations for packing/dispatch (based on withdrawal request forms)
**Build and Maintain Stakeholder Relationships]
- Cultivate internal and external stakeholder relationships
- Lead customer education on SBV processes (with assistance from the Bank’s relationship manager)
- Ensure adherence to SBV deposit processing standards
- Update and maintain customer information in the customer service database
**Incident and Claims Management]
- Collect and analyse daily incident/claim paperwork, ensuring timely collation and reporting to stakeholders
- Escalate delayed paperwork to Head of Department (HOD) for urgent action
- Drive resolution of customer incidents, providing progress updates
- Obtain and log reference numbers from Banks, updating records in designated systems
- End-to-end management of incident & claims system—logging, tracking, and monitoring incidents
- Maintain monthly filing of incidents and claims
- Manage video footage adherence per customers' requests:
- Follow Standard Operating Procedure (SOP) strictures
- Escalate deviations to HOD and Centre Manager with supporting documentation
- Enable cash centre access for customers to view footage as needed
- Follow up on outstanding credits and escalate unresolved cases to Regional Customer Liaison Officer
- Notify stakeholders of operational delays impacting service delivery
- Coordinate claims follow-ups with customers and investigation teams
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**Reporting]
- Document and submit SLA-breach queries to Regional Customer Liaison Officer
- Generate a weekly Trend Analysis report with recommendations for the Regional Liaison
- Escalate potential losses via incident reports to internal investigations
- Collaborate with stakeholders to gather data for reporting purposes
- Investigate all claims, reporting findings to the Regional Liaison and customers
- Conduct Root Cause Analysis (RCA) on ATM/Desk Top (ACDP) incidents, escalating unresolved issues when necessary
- ISO Compliance:
- Ensure alignment with SBV’s ISO 9001:2015 Quality Management Standards
- Maintain departmental processes in full compliance
- Support ESG Initiatives:
- Report on Environmental, Social, and Governance (ESG) requirements
- Champion positive outcomes within ESG frameworks
**Drive Organisation Culture]
- Champion the department’s values
- Foster confidence and enthusiasm to drive commitment to the organisational mission
Lead as Change Ambassador & Executor
- Change Management architect—ensure business continuity during transitions
- Align integrated business units into seamless end-to-end customer solutions
- Implement and embed new processes/procedures:
- Address concerns or escalate to Subject Matter Experts (SMEs)
- Facilitate forums, workshops, or presentations for consistent communication
- Ensure acc ventes—thatation of changes across the portfolio
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Requirements
Minimum Experience: 3 Years
- Experience in handling customer queries within financial/business industries
Minimum Education: 1 Year in:
- Customer Service
- Business Management
**Behavioural Competencies]
- Analytical & Critical Thinking: Break down problems, explore root causes, and extrapolate impact of actions
- Problem-Solving: Define problems, identify root causes, generate/evaluate solutions, and implement effective resolutions
- Customer Service Orientation: Uphold standards of excellence, align services to customer expectations, resolve issues proactively, and maintain sincerely open communication
- Relationship & Social Intelligence:
- Network strategically internally and externally
- Effectively navigate complex social/political situations
- Communication Skills:
- Verbal, Non-Verbal & Written: Clarity, receiving/transmitting messages effectively
- Conflict Management: Resolve disputes constructively, defuse anger/grievances, promote future collaboration
Work Level: Junior
Contract Type: Temporary
Salary: Market-Related
Duration: 9–12 Months
EEO Status: Yes
Primary Location: Houghton
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Skills
Customer Service Management
Analytical Thinking
Problem Solving
Customer Service Orientation
Relationship Building
Communication Skills
Conflict Management
Incident Management
Claims Management
Stakeholder Engagement
Reporting
Trend Analysis
Change Management
Quality Management
ESG Reporting
Data Management