Business Support Service Consultant

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)

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

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

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

Ensure supporting documentation for each debt sale is provided by client

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

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

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