Customer Support Specialist

What You Will Do

BankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.

PURPOSE

The purpose of Customer Support is to be the customers single point of contact for escalation and queries through the on-boarding and servicing phases of the customer lifecycle. Customer Support also plays a pivotal role in providing support to Customer Account Management with customer information management and reporting.

The specific activities under the customer support role include (not limited to):

• Customer queries and escalations
• Internal escalations related to customers
• Customer Information Management
• Customer On-boarding
• Product/Service On-boarding
• CRM system management and reporting
• Customer & Stakeholder satisfaction survey management and reporting
• Customer Proposals

Key Stakeholders the Customer Support Specialist will engage with are:

Internal stakeholders:

• Customer Portfolio Managers
• Service Delivery
• Product Managers
• Finance
• IT
• EPMO
• Legal
• Stakeholder Management
• Risk and Compliance
• Change Management (CAB)

External Stakeholders:

• Customer
• Relevant regulatory bodies
• Vendors

Your key responsibilities will include:

Delivery of Processes/Projects

Customer Services

• Responsible for the setup of efficient & consistent on-boarding procedures. Manage and ensure that efficient on-boarding processes are in place and followed.
• Manage effective handling of escalations and queries within the business. Where necessary, ensure escalations are handled at the correct level and that stakeholders are informed.
• Identify and initiate new processes regarding above where necessary.
• Analyse data to provide insight to Portfolio Managers related to customer query and escalation trends. Initiate and manage this reporting, re-evaluate, assess and develop reporting to provide valuable insight.
• Constantly re-evaluate data provided and initiate interaction with internal stakeholders to get appropriate data.
• Responsible for the setup and management of accurate and correct use of the CRM system. Drive usage within the organisation. Create, manage, analyse and report on usage and provide meaningful reports to stakeholders.
• Significant input and involvement to manage and report on Customer and Stakeholder Satisfaction Survey initiatives such as Ask Afrika

Data Analysis

• Setup and/or maintain data reporting and analysis for various initiatives such as, but not limited to, Ask Afrika, remediation and CRM.
• Data maintenance analyse and assist with extraction and analysis of data with the objective of ensuring data integrity in CRM system.

Business Writing

• Production of proposals and reports Produce proposals using existing templates and with the assistance of appropriate product experts.

Business Analysis

• Business analysis skills are required to fulfil the requirement to analyse, define, collaborate and gain agreement to create processes and procedures required within the Customer Support business.

Monthly Reporting

• Provide necessary reports where required to demonstrate progress against agreed actions.

Cost Management

• Provide input into the Customer Support budget and business planning.
• Establish and provide information and processes related to outstanding debtors to enable Portfolio Managers to resolve outstanding debtors.
• Track that invoicing is correctly applied during the stabilisation phase after onboarding
• May be required to perform regular invoicing audit to ensure that billing is continued correctly.

Stakeholder Engagement

• Establish, manage and maintain good stakeholder relationships and ensure team delivers on internal and external stakeholder expectations requirements
• Interact with internal stakeholders during the onboarding processes, keeping track of progress and escalating where necessary

Compliance and Risk Management

• Procedures and SLAs: Recommend, develop, amend, and implement relevant procedures and or SLAs.
• Compliance: Ensure compliance with relevant policies & procedures, regulation, and legislation
• POPIA Compliance: Ensure that CRM system data and communication complies with POPIA
• Risk: Ensure risks are reported on and mitigated and any audit findings are closed timeously

Qualifications / Knowledge

• Minimum Grade 12
• PASA qualification preferable
• Tertiary degree or technical qualification
• Business Analysis qualification (preferable)
• Business writing skills (preferable)

Experience

• Experience in payments product servicing
• Minimum 5 years customer service experience
• Business Analysis experience with the ability to collaborate with teams to analyse and produce process and procedure documentation using Visio and MS-Word.
• Experience in implementing efficient processes and ensuring that stakeholders follow through on those processes.
• Microsoft 365 suite advanced proficiency using MS tools, especially Excel, PowerPoint, MS-Word and Visio
• Excellent Microsoft Excel & data analysis skills
• Experience with CRM
• Business writing experience with the ability to write customer proposals and produce business reports.