Client Liaison Officer at Fidelity Services Group

Specific Job Responsibilities:

• Ensure all client queries are dealt with in a professional manner and timeously.
• Ensure Incident reports are completed correctly and handled as required, including communication to clients where required.
• Ensure client satisfaction is top priority in our line of business.
• Ensure all daily reports and statistics are filed correctly.
• Ensure that all relevant video footages pertaining to incidents are downloaded and saved.
• Give positive or negative feedback to tellers with regards to processes after viewing video footages.
• Recommend corrective actions to tellers if feedback is negative.
• Advise management of flaws in teller processing.
• Investigate all variances encountered during processing of clients deposits and client queries.
• Provide feedback to clients where necessary.
• Keep a thorough record of all counterfeit notes and send returns to head office as required.
• Provide documentation and feedback to head office with regards to investigations and insurance claims when requested to do so.
• Keep a proper record of all investigations.
• Assist with ad hoc tasks.

Key Performance Areas (KPA’s)

• Investigate all variances.
• Report any irregularities to Management.
• Ensure that all information on incident reports are correct.
• Give clients constant feedback regarding queries.
• Report any differences over R 200.00 to Branch Manager and if no manager to you Regional manager.
• Report any faulty cameras and VSI’s to Branch Manager if no manager report any faulty equipment to Suppliers.
• Handling of all queries, incident and initial investigation reports.
• Ensure that all relevant documentation for investigations are complete and neat.
• Ensure all incident reports and investigation documentation are filed correctly daily.
• Ensure that all cameras are 100% operational and reported if found not to be operational.
• Any other reasonable duties/instructions issued by Management.

Minimum Qualifications

• Grade 12 or NQF Level 4 Certificate.
• Registered Grade C PSIRA Certificate.
• MS Office computer literacy (Word, Excel & Outlook)

Skills

• Good interaction skills, bilingual, communication & negotiation skills.
• Pleasant telephonic mannerism.
• Portray a professional image.
• Excellent administration skills.
• Good writing & reporting skills.
• Excellent time management.
• Honest, reliable and trustworthy characteristics

Knowledge       

• Have knowledge and understanding of relevant legislation.
• Minimum of 3 years experience in the specific working area.
• Be proficient in MS Office programs.

Abilities

• Must be a team player.
• Must be honest and reliable, and of good health.
• Willing to work long hours/overtime due to job requirements.