Business Support Service Consultant

Business Capital Group; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A financial services provider in Johannesburg is seeking a Support Consultant responsible for customer care support, financial administration, and client interaction. The ideal candidate will possess a minimum of a Grade 12 education and an NQF5 qualification in Finance or Business Administration, along with 5+ years of relevant experience. Strong skills in Microsoft Excel, attention to detail, and excellent communication are essential for success in this role.

Qualifications

• 5+ years working experience required.
• Clear written and verbal communication skills needed.
• Coaching and feedback ability essential.

Responsibilities

• Download and upload payment files from client system.
• Manage and resolve queries between internal customer care and clients.
• Ensure supporting documentation for each debt sale is provided.

Skills

Project management

Microsoft Excel

Good numerical and analytical skills

Attention to detail

Excellent interpersonal skills

Self-motivation

Education

Grade 12 / Matric

NQF5 qualification in Finance / Business Administration / Accounting

Tools

Cheetah System

MS Office (especially Excel)

Job description

Main Purpose of Role

The Support Consultant is responsible for post‑sale support by interaction with key clients and internal stakeholders. Responsibilities will be customer care support, debt‑sale administration, payment files and reconciliation, financial administration and book‑take on processes. This role requires an out‑of‑the‑box thinker and the ability to work under pressure.

Minimum Requirements (Qualifications and Experience)

• Grade 12 / matric and a NQF5 qualification in Finance / Business Administration / Accounting / Management Accounting, or 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, especially advanced Excel (VLOOKUP, concatenation, pivots).
• Cheetah System knowledge is an advantage.
• 5+ years working experience.
• Competencies: Project management, Microsoft Excel, good numerical and analytical skills, attention to detail, excellent interpersonal skills, understanding processes and lifecycles, commercial awareness, team working skills, good oral and written communication, self‑motivation.

Key Responsibilities

• Payment Files (30%)
  • Download payment file from client system and ensure timely upload.
  • Check payment file formats, duplicates, date ranges, and anomalies.
  • Ensure payment files meet SLA.
  • Create automated processes for loading payments.
  • Track payments rejected by automation and consult IT if needed.
  • Track daily payment file report and communicate with business/operations.
  • Inform line manager weekly of payment files received and invoice per client code–tracker report.
  • Raise concerns about drop‑off reconciliations with line manager.
• Customer Care (20%)
  • Manage, resolve, and follow up on queries logged between internal customer care and clients.
  • Set up training for new book purchases on customer care systems/processes.
  • Ensure correct communication channels (email, system, etc.) for each new book purchase.
  • Update Customer Care on each new book purchase.
  • Manage turnaround times on queries and requests.
  • Ensure contract terms are adhered to.
• Debt Sale Administration / Documentation (10%)
  • Ensure supporting documentation for each debt sale is provided by client (certificates of balance, contracts, judgments, etc.).
  • Create location for documentation to be dropped by client.
  • Save incorrectly provided documentation to format suitable for Cheetah.
  • Inform relevant departments on status of supporting documentation.
  • Build relationships with clients and attend client meetings as required.
• Financial Administration (20%)
  • Quality check invoices that are sent and report unpaid invoices.
  • Ensure client and finance queries are resolved for timely payment.
  • Reconcile invoices and debtor receipts.
  • Assist customer care with reimbursements and refunds.
• Book Take on (20%)
  • Ensure correct data and financials are reflected in load files.
  • Complete and map mandates with relevant information.
  • Check with Operations to ensure Cession letters are sent after book load.
  • Ensure Ops have access to required information/documents.
  • Manage and process claw‑backs in line with contracts/agreements.
  • Ensure new client code set up with Finance for revenue/invoicing.
  • Manage the load to Cheetah.