Main Purpose of Role: The Support Consultant is responsible for post-sale support by interacting with key clients and internal stakeholders.
Responsibilities include customer care support, debt sale administration, payment files and reconciliations, financial administration, and book take-on processes.
This role requires you to be an out-of-the-box thinker and able to work under pressure.
Minimum Requirements (Qualifications and Experience)
- Grade 12 / Matric and an NQF5 qualification in Finance, Business Administration, Accounting, or 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, especially MS Excel (advanced knowledge of VLOOKUPs, concatenating, pivots)
- Cheetah System knowledge (advantage)
- Minimum 5+ years of relevant work experience
Key Competencies
- Project management
- Proficiency in Microsoft Excel
- Good numerical and analytical skills
- Attention to detail
- Excellent interpersonal skills
- Understanding of processes and lifecycles
- Commercial awareness
- Teamwork skills
- Good oral and written communication skills
- Self-motivation
Key Responsibilities
Payment Files (30%)
- Download payment files from client systems and ensure timely uploads
- Verify payment file formats, check for duplicates, date ranges, and anomalies
- Ensure payment files are provided as per SLAs
- Create automated processes for loading payments for new mandates
- Track and reconcile payments, investigate issues with IT support
- Maintain daily payment reports and communicate summaries to the business
- Notify management weekly about payment files and invoices
Customer Care (20%)
- Manage, resolve, and follow up on client queries
- Set up training for new book purchases
- Ensure proper communication channels are used
- Update customer care on new book purchases and manage turnaround times
Debt Sale Administration / Documentation (10%)
- Ensure supporting documentation is provided and in the correct format
- Maintain legal documents and create locations for documentation drop-off
- Build relationships with clients and attend meetings as needed
Financial Administration (20%)
- Perform quality checks on invoices and ensure timely payments
- Resolve client and finance queries
- Reconcile invoices and debtor receipts
- Assist with reimbursements and refunds
Book Take-on (20%)
- Ensure accurate data and financials in load files
- Complete and map mandates with relevant info
- Coordinate with Operations on legal documentation and client setup
- Manage claw backs and ensure compliance with contracts