Service Liaison

PayInc is a purpose-driven payments provider building on over 50 years of trusted history in South Africas payments ecosystem. Our mission is to connect people businesses and economies through secure efficient and inclusive digital payments infrastructure and be a catalyst for financial inclusion and economic growth. From EFTs and cards to PayShap

PayInc provides the backbone that enables money to move safely across the economy. At our core we exist to make great connections empowering participation enabling growth and ensuring no one is left behind.

PURPOSE

The primary purpose of this role is to act as a key liaison between the PayInc National Payments Utility (NPU) QR Registry and related services and its clients by providing professional first-line service support coordinating client requests service enquiries and incidents and performing initial investigation and problem resolution. The role takes ownership of the QR client matters from initiation through to resolution ensuring that the PayInc NPUs products and services consistently meet client industry and regulatory expectations through timely accurate and customer-focused service delivery with the initial focus being the QR Service and product range.

You will engage with the following stakeholders:

External clients and customers as it relate to QR requirements and matters

Internal customers and departments

Product Operations and Technology teams

Relationship Management and Service Management teams

Regulatory and industry bodies

Relevant SARB stakeholders and departments

Third-party service providers where applicable

Your key responsibilities include:

Proactively manage client requests service queries incidents and escalations taking ownership from initiation through to resolution and providing regular progress updates.

Analyse coordinate and appropriately escalate service issues engaging the relevant internal teams to achieve timely resolution and client satisfaction

Act as a trusted liaison between the PayInc NPU and its clients by providing guidance on products services processes and operational requirements.

Facilitate client engagements and knowledge-sharing activities including awareness sessions service reviews operational discussions and product-related support.

Maintain accurate client and service records ensuring that interactions requests incidents decisions and follow-up actions are appropriately documented.

Analyse the QR rules standards regulations and updates to inform SOP service guide and client-facing documentation updates

Develop document review and maintain operational processes SOPs work instructions service guides and client-facing documentation. Monitor service performance and client satisfaction identifying trends risks and opportunities for improvement.

Collaborate with the Service Desk ProductAL1.1 Operations Technology and Relationship Management teams to ensure coordinated service delivery and issue resolution.

Participate in service improvement change and project initiatives that affect clients or Service Desk operations.

QUALIFICATIONS / KNOWLEDGE Essential

Relevant degree or diploma in Business Management Commerce Customer Relationship Management Information Technology Financial Services or a related discipline or equivalent relevant industry experience.

Sound knowledge of customer service and client relationship management principles

Understanding of service management incident management request fulfilment and escalation principles.

Knowledge of business process documentation and Standard Operating Procedure requirements.

Proficiency in Microsoft Office applications including Word Excel PowerPoint and Outlook.

Strong business writing report-writing communication and presentation skills. Advantageous

Payments industry qualification such as the PASA Foundational Payments Programme

Customer Service Customer Experience or Relationship Management certification

Business Analysis or process-mapping qualification

ITIL Foundation certification.

Knowledge of ITSM and CRM platforms

Knowledge of the South African National Payment System.

EXPERIENCE

Essential

Minimum of three years relevant experience in the payments banking fintech or financial services industry.

Experience in customer service client relationship management service delivery or operational support.

Demonstrated experience managing client queries incidents service requests and escalations through to resolution.

Experience coordinating issue resolution across multiple internal and external stakeholders.

Experience investigating and analysing operational or service-related issues and recommending appropriate actions.

Experience drafting reviewing and maintaining business processes SOPs work instructions service guides and client communications.

Experience working within an SLA-driven service environment.

Experience preparing professional reports presentations and stakeholder communications.

Advantageous

Experience supporting payment products and services within the South African National Payment System.

Knowledge of PayInc or other Payment Scheme products services and operational processes.

Experience facilitating client onboarding product awareness sessions workshops or service reviews.

Experience using ITSM or CRM platforms.

Experience participating in process improvement change management or project initiatives.