Main Purpose of Role The Support Consultant is responsible for post-sale support by interaction with key clients and internal stake holders. Responsibilities will be customer care support, Debt sale administration, payment files and recons, financial administration and book take on process. This role requires for you to be an out of the box thinker and to be able to work under pressure. Minimum requirements (Qualifications and Experience) Grade 12/matric and a NQF5 qualification in Finance/Business Administration/Accounting/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 Proficient in MS Excel (this includes advanced knowledge of excel VLOOKUP`s, concatenating, pivots to manage payment file recons) Cheetah System Knowledge (Advantage) Required Minimum Work Experience 5 Years working experience Competencies Required Project management Microsoft excels Good numerical skills Analytical skills Attention to detail Excellent interpersonal skills Understanding processes and lifecycles Commercial awareness Team working skills Good oral and written communication skills Self-motivation Key Responsibilities Payment Files (30%) Download payment file from client system. Ensure payment files are uploaded timeously Ensure payment file formats is in line with the automation, check payment for duplicates, date ranges and any other anomalies Ensure payment files are provided on time as per the SLA Create automated processes for loading of payments on every new mandate or add to current process Track payments rejected by the automation process and check if payments loaded correctly – dates, values – any issues consult with IT to investigate Track the daily payment file report Ensure communication to business/Operations by providing a detailed summary view of date ranges, per code and concern that you might have picked up, drop in files etc. Inform Line mange weekly of payment files received and invoice per client code – tracker report Drop of recons – raise concerns with line manage if any Customer Care (20%) Assist in managing, resolving, and following up on queries logged between internal customer care and clients Set up training for new book purchases on customer care systems/process if required Ensure correct communication channels (Email, System etc.) is set up for each new book purchase Update Customer Care on each new book purchase Manage turnaround times on queries, requests Ensure contract terms are adhered to Debt Sale Administration / Documentation (10%) Ensure supporting documentation for each debt sale is provided by client Ensure Certificates of Balance, Contracts etc. is provided in the format requested Ensure all legal supporting documentation is provided e.g., Judgements Create Location (FTP, Disk,) for documentation to be dropped by client Save all incorrectly provided supporting documentation to format suitable to cheetah Inform all relevant departments on the status of supporting documentation provided by client for each debt sale Build relationships with clients and attend client meetings from time to time Financial Administration (20%) Quality checks all invoices that are sent and report payments that are not received on time Ensure that all client and Finance queries are resolved to ensure timeous payment Reconciliation of invoices and debtor receipts Assist customer care with re-imbursements and refunds Book Take on (20 %) Ensure correct data and financials reflected in load files Complete and map mandates with relevant information Check with Operations to ensure Cession letters are sent out after book load Ensure Ops have access to required information/documents Manage and process claw backs to ensure they are in line with contracts/agreements Ensure that new client code is set up with Finance for revenue/Invoicing purposes Manage the load to cheetah of