Our client requires the services of an experienced and qualified individual to expand its dynamic team for enhancement of services to our clients in the role of operational client support in a specialised area. Job Purpose: To work as part of a team, to manage and resolve client queries and support requirements related to the business's services. To implement, monitor and maintain the operation of products and services for corporate clients. Role Responsibilities: The main responsibility is to provide fist line support by attending to service requests via phone, email, onsite or remotely and attempt to provide first line resolution; Being the liaison between the client and the Product Owner; Support Product Owner by ensuring that operations are both efficient and effective; Manage job calendars and flows to ensure timely completion. Monitor results to ensure processes complete as expected; Monitoring of transactions not handled by the system (service tray) and communicate on potential issues timeously; Perform Production monitoring and provide performance reports; Perform Daily sanity checks and ensure collections happen as scheduled; Communicate on any unexpected operational malfunctions to the relevant stakeholders; Create and manage user manuals, functional descriptions and existing documents and procedures; Contribute to business meetings and report well in advance, to all stakeholders, on the expected collection strategies and on issue status; Assist on various projects and tasks as assigned by management team and meet all deadlines associated with project work; Assist with the setup and testing of new clients on the system; Understand Service Level Agreements and ensure adherence to it; Acknowledge operational problems/request within the defined SLA's; Identify, record & communicate problems/issues for further investigation; Investigation and diagnosis of all Incidents and service requests, with escalation to the Product Owner where required; Verify resolution with end-users and complete / close assigned Incidents; Support other business areas and external teams; Prioritising tasks to ensure the most critical issues are resolved first; and Organise users for signoff testing after a Production implementation. Essential Skills: Understanding and experience of ITIL or similar principles At least 2 years suitable recent experience in a similar role Strong administration skills Strong command of the English language (both spoken and written) The successful candidate may be required to interact with multiple corporate clients Preferred Requirements: Diploma in Business Administration or similar qualification SQL or software experience or exposure, will be advantageous Working experience with collections from bank accounts and/or payrolls Understanding of the recon of collections between expected, actual and received. Sound knowledge of bulk collections and disbursement of money Early Debit Orders and Tracking knowledge will be advantageous Basic knowledge of Accounting Strong mathematical skills Strong problem-solving skills Personality Attributes: Conveys authentic enthusiasm Ability to think analytically, communicate effectively, and execute efficiently Pro-active approach Performs work in a timely and high-quality manner Take pride in your work Ability to multitask Be willing to take on new tasks Show willingness to learn new processes, systems, technologies Be comfortable with erratic work schedules Attention to detail Ability to meet deadlines and handle priority changes as circumstances dictate Able to work independently Excellent client-servicing skills Able to cope with stressful situations Note: Working conditions: Hybrid remote working (2 to 3 days a week at the office) Contract: Permanent with a probation period
