Service Liaison | Bankserv

Purpose
The main purpose of this role is to provide first line support to Clients by effectively processing all Client input documents, requests for information / queries and perform first-line problem resolution, in order to ensure BankservAfrica’s products and services proactively meet Client and industry expectations.

You will engage with the following stakeholders:
▪ Internal and External Customers
▪ Internal Departments
▪ Regulatory bodies

Your key responsibilities include
▪ Foster open communication between support areas, establish agreed priorities for projects and leverage shared services in achieving objectives
▪ Where necessary Identify new revenue opportunities an escalate to product management for further action
▪ Monitor service level agreements with all support functions where it impacts products.
▪ Regular meetings IT (Operations (service related and resolution)
▪ Provide input for CRM Operations meetings
▪ Quality monthly reporting (submitted on time, professions demonstrable thought/comments, accuracy etc.)
▪ Track and drive resolution of any system performance issues or incidents raised
▪ Monthly reporting on customer service provided, implications and any actions to grow or improve
▪ Ensure monthly billing and reporting is accurate and actioned together with the Finance team
▪ Define and analyse problems, incidents etc. and escalate in order to derive a solution
▪ Provide product technical and application training where necessary
▪ Proactive management of incidents and communication where appropriate

Qualifications / knowledge
▪ Business Qualification degree / diploma would be an advantage
▪ Required Microsoft office suites
▪ Business writing Knowledge

Experience
▪ Minimum 3 years’ experience in payment and financial industry
▪ BankservAfrica products (EFT, AC, EDO, Card, AVS, ICMS, MNS, etc) and processes