Job purpose: To coordinate the resolution of client service exceptions and support effective relationships between the business, its bank clients and operational branches. The Client Relations Coordinator acts as a central point of coordination between Head Office and branches when client services are missed, delayed or unsuccessful, ensuring that matters are promptly actioned, followed through and resolved within agreed service levels.
Key Responsibilities
Service Exception Management
- Receive and record notifications relating to missed, delayed or unsuccessful bank client services.
- Verify the relevant client, branch, scheduled service and nature of the service exception.
- Liaise with the relevant Branch Manager and/or Branch Administrator to establish the reason for the missed or unsuccessful service.
- Coordinate the required corrective action with the relevant branch and operational teams.
- Follow up on outstanding matters until the service has been successfully completed or an appropriate resolution has been confirmed.
- Maintain an accurate and up-to-date tracker of all service exceptions.
- Ensure that all service exceptions are appropriately documented and closed once resolved.
- Escalate unresolved, urgent or high-impact matters to the relevant management level.
Branch Coordination
- Act as a central point of contact between Head Office and branches regarding client service exceptions.
- Communicate service requirements and urgent matters clearly and timeously.
- Work closely with Branch Managers and Branch Administrators to obtain information and drive resolution.
- Follow up on agreed actions and ensure that commitments are met within the required timeframe.
- Maintain professional and constructive relationships with branch and operational teams.
Client Service
- Support the business in maintaining high standards of service delivery to bank clients.
- Ensure that service exceptions are prioritised according to urgency and client impact.
- Assist in coordinating appropriate recovery actions where a client service has not been completed.
- Ensure that relevant stakeholders receive timely updates on outstanding matters.
- Identify recurring service issues that may impact client satisfaction and operational performance.
Reporting & Analysis
- Maintain accurate records of missed, delayed and unsuccessful services.
- Compile regular reports on service exceptions, outstanding matters and resolution times.
- Monitor turnaround times and identify matters exceeding agreed service levels.
- Identify recurring trends or problem areas across branches.
- Provide management with accurate information to support operational decision-making.
- Highlight recurring branch, process or operational issues requiring management intervention.
Escalation & Continuous Improvement
- Identify matters requiring urgent operational intervention.
- Escalate unresolved matters in accordance with established procedures.
- Track escalated matters through to resolution.
- Identify potential process gaps contributing to recurring service failures.
- Make recommendations to management where recurring issues or trends are identified.
- Support the implementation of corrective actions and process improvements.
Minimum Requirements
- Grade 12 / Matric.
- Relevant qualification in Administration, Operations, Business Management, Customer Service or a related field will be advantageous.
- 2–3 years' experience in an administration, coordination, operations or customer service environment.
- Experience working with multiple stakeholders or branches will be advantageous.
- Experience in a banking, cash management, security or operational environment will be advantageous.
- Good working knowledge of Microsoft Office, particularly Excel and Outlook.
- Strong administrative and organisational skills.
Skills and Competencies:
- Excellent communication skills.
- Strong organisational and administrative ability.
- High attention to detail.
- Strong follow-through and accountability.
- Problem-solving ability.
- Good interpersonal and relationship-building skills.
- Ability to prioritise and manage multiple matters simultaneously.
- Ability to work under pressure and meet deadlines.
- Assertiveness and confidence when following up with stakeholders.
- Strong customer/client service orientation.
- High level of professionalism and confidentiality.
- A proactive and solutions-focused approach.
- Ability to identify trends and recurring operational issues.
We reserve the right not to make an appointment to any advertised position.
Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.