Company: Fidelity Services Group
Location: Roodepoort, Gauteng
Business Unit: Fidelity Cash Solutions – Westrand
Date Posted: 08 July 2025
Closing Date: 31 July 2025
Job Type: Permanent
Minimum Experience: Associate Level
Industry: Security and Investigations
Function: Operations
ABOUT FIDELITY SERVICES GROUP
Fidelity Services Group is Southern Africa’s leading integrated security solutions provider, offering a broad range of services from cash management to guarding, technical security solutions, and more. The company is committed to service excellence, ethics, and human capital development. An exciting permanent vacancy exists within the Westrand Cash Solutions division for an experienced Client Liaison Officer in Roodepoort.
ROLE OVERVIEW
The Client Liaison Officer will report directly to the Branch Manager and work closely with the Regional Manager overseeing the cash processing region. This role is central to the smooth daily operations of the branch, focusing on accurate verification and processing of all client deposits, prompt handling of client queries, and adherence to contractual and operational standards.
KEY RESPONSIBILITIES
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Manage and resolve all client queries promptly and professionally
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Prepare and submit incident reports accurately, including client communication where required
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Maintain client satisfaction as a top priority across all operations
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File daily reports and statistics systematically for quick access and auditing
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Retrieve, review, and save video footage related to incidents and ensure accurate feedback is given
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Provide corrective action suggestions to tellers based on findings from footage review
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Report process flaws and inconsistencies to management
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Investigate deposit variances and client-related discrepancies
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Maintain complete records of investigations and provide timely feedback to clients
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Track counterfeit notes and ensure their proper return to head office
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Prepare and submit relevant documentation related to insurance claims and client complaints
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Support the branch with various administrative and operational ad hoc duties
KEY PERFORMANCE AREAS (KPA’S)
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Timely investigation and resolution of all variances
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Clear and accurate incident reporting
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Continuous communication and feedback to clients
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Reporting discrepancies over R200 to management promptly
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Report non-functioning CCTV or VSI equipment and ensure maintenance follow-up
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Maintain up-to-date, neat, and accurate investigation documentation
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Adhere to internal protocols and reporting lines
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Ensure 100% operational readiness of surveillance systems
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Undertake other reasonable duties as assigned by management
QUALIFICATIONS AND EXPERIENCE
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Matric / Grade 12 or equivalent NQF Level 4 certificate
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Registered PSIRA Grade C certification
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At least 3 years of experience in a similar operations or cash-processing role
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Strong MS Office proficiency (Word, Excel, Outlook)
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Proficiency in English and one additional South African language
REQUIRED SKILLS AND ATTRIBUTES
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Excellent administrative and organisational skills
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Strong interpersonal, communication, and negotiation abilities
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Professional telephone etiquette and client-facing demeanor
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Excellent time management and the ability to work under pressure
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Report writing and investigative documentation proficiency
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Honest, trustworthy, and dependable
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Physically and mentally fit for high-pressure environments
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Proactive problem-solver who works well independently and as part of a team
KNOWLEDGE AND ABILITIES
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Thorough understanding of security and cash handling regulations
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Familiarity with relevant operational legislation and protocols
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Attention to detail and ability to detect irregularities
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Willingness to work long hours or overtime when operationally required
EMPLOYMENT EQUITY & DIVERSITY
Fidelity Services Group is an equal opportunity employer committed to transformation in line with its Employment Equity and Transformation Strategy. Preference will be given to black female candidates and Historically Disadvantaged Individuals (HDIs). All appointments are made based on merit and in alignment with business needs and diversity targets.
APPLICATION DETAILS
To apply, submit your detailed CV through the official application platform before the closing date of 31 July 2025. Only shortlisted candidates will be contacted. If you do not receive a response within 10 working days after the closing date, consider your application unsuccessful.
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