Client Liaison Officer (Bloemfontein) at Bidvest Bank

Primary Purpose

• To build, manage relationships with regional customers and ensure all operational, contractual obligations, compliance and Service Levels Agreements are always met.

Minimum Requirements

Qualifications

• Matric with Fleet Administrative experience
• Fleet Management Diploma (Ideal)
• Marketing or Sales Diploma or degree (Ideal)
• Previous client relationship management

Experience

• 3 – 5 years’ experience within the Fleet industry, preferably within Leasing Environment and knowledge of the Road Traffic Act

Duties and Responsibilities include but not limited to:

FINANCE
Revenue Protection

•  Scrutinize CIS monthly to ensure all units on lease correctly billed to customers

Revenue Generation

•  Identify new and additional initiatives within the scope of the contract

Debtors Management

•  Improved Debtors Age collection rate, no invoices older than 60 days
•  Ensure GRVs are issued for all outstanding invoices (revenue assurance)

CUSTOMER CENTRICITY
Customer Service Excellence

•  Relationship management and building
•  Accurate and timeous reporting in line with contract requirements
•  Ensure customer requirements are attended to and action timeously.
•  Logging of activity on relevant CRM tool
•  Compulsory monthly business reviews.
• Service Level Agreement
•  Work closely with all internal stakeholders to ensure the Bank is achieving the minimum 95% target.

Query Resolution

•  Maintain constant communication for quicker resolution times
•  Manage escalated queries and resolve timeously
•  Acknowledge customer communication within 8hrs of receipt

Know Your Customer

•  Customer information must be always updated

Customer Queries

•  Timeously resolve all customer queries

Customer Complaints

•  All complaints logged and resolved within 48 hours with feedback to customers

OPERATIONAL EXCELLENCE
Replacement Plan
Actively manage the Vehicle Replacement Program:

•  Timeous quoting
•  Customer consultation to ensure the asset specification is correct for the application of the vehicle.
•  Ensuring that all quotes are processed timeously to procurement for asset ordering.
•  Ensuring the accurate and timeous approval of quotes
•  RFQs must be loaded on MS Teams Tool
•  Manage order status.
•  Provision of quotes within 5 working days within the SLA
•  End of Contract management

Contract Management and Reporting

•  Timeous Report submission
•  Manage client fleet utilization and restructure
•  Facilitate adhoc requests
•  No STR extension past 12 months
•  Managed utilization in line with contracted parameters
•  Support MMU in managing outstanding POs
•  Manage ETA and delivery of new vehicles with internal stakeholders
•  Preparation of monthly customer reports for discussion
• Compliance
•  Obtain BRN/Proxy documentation on a quarterly basis
•  Ensure all license discs are obtained and delivered to customers before expiry
• Odometer Readings
•  Preparation and presentation of monthly odo file in time for running of variable billing

LEARNING AND GROWTH
PDP and Training

•  Have a formal PDP and proactively manage
•  Achievement of objectives/milestones set out in the development plan
•  Contribute to overall team outputs
•  Identify any training needs
•  No outstanding compulsory training

Employee Net Promoter

•  Level of satisfaction by employees