Front Office Support Officer

at  The Payments Association of South Africa PASA

QUERY MANAGEMENT:

• As the front office’s first point of contact appropriately respond to and direct queries ranging from general, membership, licensing, compliance, academy, or media-related queries appropriately.
• Serve as a point of contact for escalated queries to relevant PASA functions and subject matter experts and ensure resolution to the standards in place.
• Oversee the PASA mailboxes for queries.
• Manage queries from members and external stakeholders on relevant PASA email addresses.
• Escalate queries for attention as per the processes and standards in place.
• Manage queries from walk-in visitors, callers, and employees promptly and effectively through the processes in place.
• Where necessary, consult subject matter experts for guidance on queries raised.
• Adhere to the approved query management procedures and protocols to ensure consistent and effective handling of queries.
• Monitor and track the query process and coordinate with internal departments to ensure timely resolution of queries and issues.
• Minimise escalations to senior management through effective first line resolution.
• Maintain accurate records of queries, including tracking status, resolutions, follow-up actions and turnaround times.
• Produce monthly reports of queries and the management processes in place.
• Ensure regular spot-checks of the auto-response messages that these are operational and relevant.
• Ensure that PASA is seen as a professional and client-centric organisation where queries are managed and responded to in a timeous and empathic way.
• Ensure continuous review and improvement of frontline support processes and procedures.

QUALIFICATIONS

• A relevant tertiary qualification equivalent to NQF level 6 or higher.

EXPERIENCE

• 5 years of experience in customer services, reception, and query management.
• Proven experience as a receptionist or in a customer service role.
• Proven experience in query management with a track record of successful management of queries.
• Experience in financial services or banking would be an advantage.

KNOWLEDGE

• High proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).

SKILLS AND COMPETENCIES

• Excellent communication skills, both verbal and written, with the ability to interact professionally with stakeholders at all levels.
• English language proficiency, both verbal and written.
• Strong multitasking abilities.
• Problem-solver.
• Ability to take initiative.
• Conflict management with the ability to balance assertion with empathy.
• Ability to handle sensitive information with confidentiality and discretion.
• High attention to detail and accuracy in all tasks.
• Ability to work independently as well as part of a team.
• Flexibility to adapt to changing priorities and work schedules.
• Ability to work under pressure and prioritise tasks in a fast-paced environment.
• Risk and compliance management.
• Knowledge of relevant Protection of Personal Information Act (POPIA) regulations and compliance requirements.

JOB PURPOSE

The Front Office Support Officer will be the first point of contact for the Payments Association of South Africa (PASA), providing a client-centric service to all visitors, callers, and contacts via our electronic channels. The incumbent will manage queries effectively and efficiently while also demonstrating strong administrative skills to support the smooth operation of PASA. In addition, the incumbent will be responsible for managing queries received, ensuring timely and accurate resolution of these queries. The incumbent will address queries from various external stakeholders and streamline the query management process to improve front-office efficiency.

JOB RESPONSIBILITIES

The incumbent’s main responsibilities will be as follows:

ADMINISTRATIVE TASKS AND PROJECTS:

• Ensure monthly reports and relevant documentation are stored and maintained in accordance with policies and processes in place.
• Assist with special projects and tasks as assigned by management.
• Ensure compliance with relevant policies and standards pertaining to confidentiality and data protection.