Client Liaison Officer

Absa Cash Solutions

December 2010 to Actually working here

Be responsible for ensuring customers are kept informed at all times throughout their experience with ABSA Cash Solutions, ensuring full compliance with Service Level Agreements and regulatory requirements.
Ensure correct escalation when trends are identified.
Be named point of contact and manage case load activity to ensure the customer has no reason to call back and have cause to complain due to poor communication.
Communicate regularly with supervisory teams and 1st tier contractors directly to ensure work is delivered within SLA.
Ensure any data collected meets required quality to satisfy internal and external audits.
Produce MI as required in order to provide transparency of the customer journey and service improvements made.
Be required to interact and manage working relationships with other areas of the business, at all levels
Develop and maintain close working relationships with area work management teams
Management of customer call backs through CRM in box for designated areas of the business.
Act as central point of contact for operational updates to customers.
Identify opportunities to improve performance and customer service delivery.
Work with the operations business units to continually improve business processes within the team to ensure the efficient and effective delivery of customer service.

Client Relationship Management

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies