Customer Relationship Manager - CashMaster Waltloo - Pretoria
Fidelity Services Group
Customer Relationship Manager Fidelity Cash Solutions – CashMaster, Waltloo The above position is vacant at Fidelity CashMaster in Waltloo, reporting to the National Operations Manager. The overall purpose of this position is to build and maintain relationships with Fidelity CashMaster banking partners, clients and key personnel. This also entails cross-sell and up-sell to existing key strategic corporate clients. Minimum Requirements: Bachelor's degree in Business Administration, Marketing, Finance, or a related field. Proven experience in a customer relationship management or account management role, preferably within the banking or financial services industry. Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients. Strong problem-solving and negotiation abilities. Results-oriented mindset with a focus on driving business growth and client satisfaction. Proficiency in Microsoft Office Suite and CRM software. Ability to work independently and collaboratively in a fast-paced environment. Additional Requirements: Flexibility to travel for client meetings and business-related events, as needed. Willingness to work occasional evenings or weekends to accommodate client needs. Key Performance Areas: (Relationship Manager) Client Relationship Management: Build and maintain strong relationships with banking clients. Serve as the main point of contact for all client inquiries, requests, and escalations. Understand client needs and objectives, and proactively address them. Conduct regular check-ins and business reviews with clients to ensure satisfaction and identify areas for improvement. Service Delivery: Ensure high-quality service delivery to meet client expectations. Coordinate with internal teams to address client needs promptly and effectively. Monitor service performance metrics and implement corrective actions as necessary. Business Development: Identify opportunities for upselling or cross-selling additional products or services to clients. Collaborate with the sales team to develop strategies for expanding our presence within the banking sector. Stay abreast of industry trends and market developments to identify new business opportunities. Account Management: Manage client accounts, including contract renewals, billing, and invoicing. Monitor client accounts for any issues or discrepancies and take proactive steps to resolve them. Ensure compliance with contractual agreements and service level agreements (SLAs). Communication and Reporting: Communicate regularly with clients to provide updates, share relevant information, and address concerns. Prepare and deliver reports on client account status, performance metrics, and key milestones. Collaborate with internal stakeholders to ensure alignment on client communication and reporting. Core Competencies Demonstrates integrity by modelling CashMaster’s values and ethical standards. Strong analytical skills. Focuses on impact and result for the client. Builds strong relationships with clients and external stakeholders. Leads teams effectively and shows conflict resolution skills. Consistently approaches work with energy and a positive, constructive attitude. Demonstrates openness to change and ability to manage complexities. Commitment to self-improvement and education. Motivated and goal orientated personality Ability to promote integrity and business ethics; demonstrate mature judgment, trust and open communication; ability to ensure effective teamwork, collaborative behaviour and team spirit. Ability to multi-task and prioritize work schedules. Skills Analytical Critical thinking Diplomacy Service orientation 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. E and OE.
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