Domestic System Customer Support Agent NPSD at South African Reserve Bank

Brief description

The main purpose of this position is to provide customer support to participants as well as clearing and settlement operators, and to monitor the domestic settlement system.

Detailed description

The successful candidate will be responsible for, among other things, the following key performance areas:

• Provide customer support to participants as well as clearing and settlement operators through various mediums.
• Monitor the operational conditions of the domestic settlement system and its interlinked subsystems to ensure availability. 
• Log, monitor, escalate, transfer, resolve and close calls relating to business and/or technical problems that may be experienced. 
• Provide reports and statistics on the operations and the systems to relevant stakeholders. 
• Execute the operational activities of cost recovery for the domestic settlement system.
• Conduct audits on users and user profiles by verifying the audit reports from the systems. 
• Assist with internal and external audits that are performed on the systems to ensure compliance. 
• Perform training, mentoring and coaching according to the training programme for new team members. 
• Perform system testing for the domestic settlement system according to the system test framework.
• Compile and maintain the operational and systems’ procedures and processes. 
• Capture, verify and update static data on the systems.
• Support the business continuity planning test coordination and execution for participants and the domestic settlement system.
• Participate in projects relating to the domestic settlement system, facilities and offerings.

QUALIFICATIONS

Job requirements 

To be considered for this position, candidates must be in possession of: 

• a minimum of a Bachelor’s degree or National Diploma in Finance or an equivalent qualification; and
• a minimum of two to five years of experience in a customer support environment.

Additional requirements include:

• settlement systems knowledge;
• national payment system knowledge;
• risk management knowledge;
• central banking knowledge;
• relevant legislation knowledge;
• computer literacy skills;
• decision-making skills;
• problem-solving skills;
• verbal and written communication skills;
• confidentiality;
• professionalism;
• service and stakeholder focus; and
• time management skills.