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Role Summary 

The Call Centre Administrator will be overall responsible to review and analyse all received EFT (Electronic Funds Transfer) payments to determine whether the payer is the customer or a third party. The role ensures that payments are properly identified and matched to the correct account, addressing any discrepancies or issues that arise.

 

QUALIFICATIONS

• Minimum: Matric/Grade 12
• Advantageous: A B-degree in Finance, Accounting, Economics, Business Administration, or a related field.
• Advantageous: A Certificate or Diploma in Banking/ Finance or a related field.

 

EXPERIENCE

• 3 to 5 years’ experience in Finance, Banking or Insurance. 

 

​SKILLS & KNOWLEDGE

• Knowledge of EFT payment systems and transaction processes.
• Understanding of FICA and NCA relevant regulations.
• Good verbal and written communication skills (English).

 

RESPONSIBILITIES

• Review and validate all EFT payments received.
• Determine whether the payment originates from the customer or a third party.
• Compare payment details with customer records and transaction histories.
• Identify any inconsistencies or mismatches in payment information.
• Investigate and resolve discrepancies by reaching out to customers or payers.
• Request additional information or clarification as needed.
• Maintain comprehensive and accurate records of payment investigations.
• Document findings, resolutions, and outcomes for future reference.
• Identify and escalate suspicious or unusual payment activities to relevant authorities.
• Generate regular reports on EFT payment investigations and status updates.
• Ensure all tasks are performed with accuracy, transparency, and in alignment with company procedures.
• Follow ethical and regulatory guidelines in payment processing and investigations.

 

Competencies

• Examining Information- Analyses and processes information; asks probing questions; strives to find solutions to problems.
• Documenting Facts- Writes fluently when documenting facts; understands arguments logically; focuses on finding facts.
• Conveying Self-Confidence- Is self-assured and projects inner confidence; is confident and determines own future; values own contributions
• Thinking Positively- Is optimistic and positive; recovers easily from setbacks and obstructions; is jovial and projects cheerfulness.
• Convincing People- Is comfortable having to persuade others;  shapes opinions by being outspoken;  seeks to negotiate with others.
• Inviting Feedback- Is receptive to feedback and acknowledges criticism; open to critique and critical thinking; gathers feedback from others.
• Team Working - Works participatively with others; is democratic and encourages team contributions; collaboratively involves others in decision-making.
• Producing Output - Is focused on activity and works quickly; keeps busy and maintains productivity; is comfortable multi-tasking to produce output.
• Checking Things - Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
• Following Procedures - Conforms and adheres to rules; closely follows instructions and procedures; minimizes risks by sticking to processes.
• Managing Tasks - Manages tasks by being organized and methodical; plans activities systematically; sets priorities for tasks

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