Business Support Service Consultant

SUMMARY:
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POSITION INFO:

Main Purpose of Role
The Support Consultant is responsible for post-sale support by interaction with key clients and internal stake
holders. Responsibilities will be customer care support, Debt sale administration, payment files and recons,
financial administration and book take on process. This role requires for you to be an out of the box thinker
and to be able to work under pressure.

• Minimum requirements (Qualifications and Experience)
  Grade 12/matric and a NQF5 qualification in Finance/Business
  Administration/Accounting/Management Accounting
  Diploma in business administration and/or Finance
  Knowledge of the function, process, and systems
  Coaching and Feedback ability
  Clear written and verbal communication
  Proficient in MS Office
  Proficient in MS Excel (this includes advanced knowledge of excel VLOOKUP’s, concatenating, pivots
  to manage payment file recons)
  Cheetah System Knowledge (Advantage)
• Required Minimum Work Experience
  5+ Years working experience
  Competencies Required
  Project management
  Microsoft excels
  Good numerical skills
  Analytical skills
  Attention to detail
  Excellent interpersonal skills
  Understanding processes and lifecycles
  Commercial awareness
  Team working skills
  Good oral and written communication skills
  Self-motivation

Key Responsibilities

• Payment Files (30%)
  Download payment file from client system.
  Ensure payment files are uploaded timeously
  Ensure payment file formats is in line with the automation, check payment for duplicates, date
  ranges and any other anomalies
  Ensure payment files are provided on time as per the
  SLA
  Create automated processes for loading of payments on every new mandate or add to current
  process
  Track payments rejected by the automation process and check if payments loaded correctly - dates,
  values - any issues consult with IT to investigate
  Track the daily payment file report
  Ensure communication to business/Operations by providing a detailed summary view of date ranges,
  per code and concern that you might have picked up, drop in files etc.
  Inform Line mange weekly of payment files received and invoice per client code – tracker report
  Drop of recons – raise concerns with line manage if any
• Customer Care (20%)
  Assist in managing, resolving, and following up on queries logged between internal customer care
  and clients
  Set up training for new book purchases on customer care systems/process if required
  Ensure correct communication channels (Email, System etc.) is set up for each new book purchase
  Update Customer Care on each new book purchase
  Manage turnaround times on queries, requests
  Ensure contract terms are adhered to
• Debt Sale Administration / Documentation (10%)
  Ensure supporting documentation for each debt sale is provided by client
• Ensure Certificates of Balance, Contracts etc. is provided in the format requested
  Ensure all legal supporting documentation is provided e.g., Judgements
  Create Location (FTP, Disk,) for documentation to be dropped by client
  Save all incorrectly provided supporting documentation to format suitable to cheetah
  Inform all relevant departments on the status of supporting documentation provided by client for each
  debt sale
  Build relationships with clients and attend client meetings from time to time
• Financial Administration (20%)
  Quality checks all invoices that are sent and report payments that are not received on time
  Ensure that all client and Finance queries are resolved to ensure timeous payment
  Reconciliation of invoices and debtor receipts
  Assist customer care with re-imbursements and refunds
• Book Take on (20 %)
  Ensure correct data and financials reflected in load files
  Complete and map mandates with relevant information
  Check with Operations to ensure Cession letters are sent out after book
  load
  Ensure Ops have access to required information/documents
  Manage and process claw backs to ensure they are in line with contracts/agreements
  Ensure that new client code is set up with Finance for revenue/Invoicing purposes
  Manage the load to cheetah of