Vacant Jobs at SBV Services (Pty) Ltd.

Customer Service Management

• Investigate all customer queries, liaising and assisting all relevant stakeholders to resolve customer queries within the agreed upon SLAs
• Responsible for the end-to-end management of the query portal, logging, tracking and monitoring customer queries
• Escalate complex queries/outstanding disputes to Regional Customer Liaison Officer for resolution
• Investigate no service enquiries, obtain all relevant documentation and present to the Centre Manager for approval of credit notes where necessary, processing according to company policies and procedures.

Build and Maintain Stakeholder Relationships

• Build and maintain relationships with all relevant stakeholders, internally and externally
• Responsible for educating customers on SBV processes (accompanied by the respective banks relationship manager) to maintain SBV deposit processing standards
• Responsible for updating and maintaining customer information on the customer service database

Incident and Claims Management

• Obtain all paperwork for the daily incidents, investigations and claims, collate and report to the relevant stakeholders
• Escalate outstanding paperwork to HOD for immediate action
• Resolve customer incidents and provide regular updates with regards to progress
• Obtain reference numbers from Banks and update on the relevant system
• Responsible for the end-to-end management of the incident and claims management system, logging, tracking and monitoring all customer incidents
• Responsible for the filing of daily incidents and claims for the relevant month
• Secure and save video footage as per customer's request
• Arrange cash centre access for customers to view video footage as and when necessary
• Follow up on outstanding credits daily and escalate to the Regional Customer Liaison Officer where necessary
• Inform relevant stakeholders of any operational delays which may impact delivery of service
• Follow up with customers and investigations teams as to outstanding claims received

Reporting

• Report on all queries falling out of SLA and submit to Regional Customer Liaison Officer and Customer Liaison Manager
• Compile a Trend Analysis report weekly, providing recommendations to the Regional Customer Liaison Officer
• Escalate all possible losses to internal investigations by means of an incident report
• Liaise with relevant stakeholders to obtain any information needed for reporting purposes.
• Investigate and report on all claims, providing feedback to the Regional Customer Liaison Officer and the customer
• Conduct a root cause analysis and report on all ACDP and Desk Top differences, resolving or escalating where necessary

Live the organisation culture within one’s centre

• Live the department’s values while inspiring confidence and generating excitement, enthusiasm and commitment towards the mission
• Provide leadership to employees within the organisation, creating a winning culture and high morale
• Lead as an Ambassador and executor of Change
• Act as a change champion in periods of change to ensure continuity to operations

Requirements

Minimum Requirements: Work Experience

• 3 Years’ experience in a similar role handling customer queries within the financial / business industry.

Minimum Requirements: Education

• 1 Year Certificate in Customer Services / Business Management.

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Description

Ensure that all transactions in area or responsibility are processed timeously

• On time generation of all entries in paying status from Procurement system for area under control (Accounts Payable, Imprest, Petty cash).
• Ensure the accuracy of all GL allocations.
• Review for items of Capital nature or prepaid items.
• Process journals to reallocate cost when GL allocations are incorrect.
• Ensure the accuracy and validity of all supporting documentation.
• Ensures that all invoices complies with the VAT regulations in order to claim VAT back.
• Escalate all outstanding entries that are not timeously loaded or receipted.
• Process all manual entries, not generated from the sub ledgers, on the Bank statement in the Cashbook.
• Maintain fixed assets in the asset register in terms of Addition, Disposals, Transfer and revaluation.
• Process all billing in area of responsibility.

Payment and refund processing

Responsible for:

• On time processing of all payments and refunds in area of control.
• Accuracy and completeness off payments.
• All reconciliations that supports payments are in balance (Groups and Large National vendors).
• All vendors are paid within payment terms (Groups and Large National vendors).
• All Imprest and Petty cash accounts are refunded within timelines.
• All employee refunds are processed within timelines.
• All statutory payments are processed within timelines

Accruals an reallocations

• Raise accruals for all receipted open orders on procurement report.
• Raise accruals for all recurring expenses in area of control.
• Reverse accruals when payments are generated from procurement system.

Reconciliations

• Responsible for Balance sheet recons for area of responsibility.
• Ensure only valid entries in Balance sheet recons and resolve reconciling items timeously.

Master file administration

• Load suppliers on the Financial system
• Load suppliers on the Banking system
• Ensure completed supporting documentation
• Maintain Asset Setup in Syspro with regards to Asset Type, Branch, Asset Owner, Location, Depreciation Code etc.
• Maintain Banking matrix for all Bank platforms
• Maintain all user setups with Banks

Prepare Foreign currency payments and control

• Prepare the foreign payments in accordance with forex policy payments.
• Maintain register for all foreign currency received and issued, to reconcile with foreign currency on hand at all times.
• Follow up to ensure that reconciliation and unused forex are submitted to finance within 5 days after returning from overseas trip, escalate where necessary. Escalate non adherance
• Perform a physical cash count on a monthly basis

Petty Cash

• Responsible for the issuing Petty Cash at Support Office
• Verify that the correct level of authority has been attained before releasing funds.
• Balance funds on a weekly and monthly basis.
• Escalate outstanding submission timeously for Support Office

Maintain Treasury Function

• Determine daily the cash balance and requirements for next day and submit to Finance Manager
• Maintain bank balances at an optimum level
• Compile daily cashflow input sheets

Manage Capex allocation

• Issue Capex in line with Capex policy
• Maintain Capex register for monthly reporting

General office administration

• Keeps record of all financial documentation for auditing purposes
• Ensure all Filling are done within agreed time frames

Adhoc

• Assist with any Adhoc duties as when required.

Requirements

Work Experience

• 3 years’ experience in a Finance Department

Education

• Matric Qualification with Accounting and Mathematics.
• External: 3 Year tertiary financial qualification
• Internal: studying towards a 3 year professional tertiary financial qualification with first year successfully completed

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Generating and providing System Codes and Exercising Remote access control

•  Update system with relevant information required for issuing codes
•  Confirm and verify the information received from the applicable stakeholders and complete the relevant security checks prior to issuing codes.
•  Responsible for generating and providing system codes and exercising remote access control of allocated assets.
•  Assist with Adhoc duties as requested by the Supervisor or Line Manager.

Track and Monitor in Accordance with Allocated Responsibilities Inclusive of Systems, Alarm or Incidences

•  Track and Monitor in accordance with allocated responsibilities, via the required systems and follow the appropriate escalation processes
•  Actively check that the systems are updating regularly and working at the required operating level
•  Identify and report any SOP transgressions, emergencies or threats identified in accordance with escalation processes or emergency procedures.
•  Verify alarm events with the relevant third parties and action any alarms in accordance with the agreed upon procedures
•  Escalate any faults with the alarms and provide a status report to the applicable party.

Administer and Maintain the Relevant Database and Registers On Security Systems

•  Record all transgressions and faults, update and maintain records and generate the required reports
•  Maintain and update all necessary registers (i.e OB)

Build and Maintain Internal and External stakeholder relationships

• Build and maintain effective working relationships with all internal and external stakeholders.
• Escalate any system failures immediately to the relevant party
• Assist with incoming queries from stakeholders
• Escalate all identified transgressions at centres to the Supervisor
• Continuously liaise with centres regarding access control and alarm events

Applicable for Operators Sitting in the PMC

• Control and link the relevant permissions to the ATM Custodian Profiles on the system Verify that allocated vehicles are visible and tracking on the monitoring system
• Monitor and track that SBV Fleet is following the planned route, and adhering to scheduled service points and times on the system and report any non-responsive fleet to the centre
• Remotely activate the Vehicle Protection Unit on new generation vehicles, as per escalation process
• Communicate with Senior Management in the event of an emergency
• Gather Early Warning Intelligence (EWI) and the reporting thereof to Supervisors for escalation
• Maintain the OTC System on an Adhoc basis in the absence of the Device Administrator
• Send an updated report to the Device Administrator informing them of the new sites loaded.

Applicable for Operators Sitting in the COR

• Provide Centre personnel with System battery combinations in instances when KABA lock batteries need to be replaced
• Assist the Security and Compliance Officer’s (SCO’s) with weekly alarm testing and OB entries
• Monitor and analyse events to determine trends, record in Occurrence Book (OB) and communicate trends to the Shift Supervisor.

Work Experience

Internal

• 3 Years’s work experience operating, administering or monitoring access control systems e.g. CCTV, should the applicant have a Grade 10, OR o 1 years’ work experience operating, administering or monitoring access control systems e.g. CCTV, should the applicant have a Grade 12
• Previous Call Centre experience and or experience within client service (Advantageous)

 External

• 2 years’ work experience operating, administering or monitoring access control systems e.g. CCTV etc. of which one year must be client related services.
• Experience within a logistics or CIT industry (advantageous)

Education

Internal

• Grade 10 will be considered for internal candidates, provided the person has 3 years control room experience.

 External

• External Grade 12.