About Francom
Francom is a leading financial services organisation committed to delivering exceptional customer service while maintaining the highest compliance standards. Our team lives by our core values – Leadership, Integrity, Excellence, Balance, and Nurturing (LIEBN) – ensuring we provide trusted solutions to our clients and support to our people.
  
Role Objective
To manage the initial triage and processing of customer cases, ensuring accurate data capture and seamless workflow distribution. The incumbent acts as a primary point of contact for routine communications while performing data validation and quality assurance checks to support the broader investigation and case management teams.

Key Responsibilities

Communication & Triage

• Manage and monitor multiple digital inboxes and communication channels, serving as the first point of contact for incoming queries.
• Triage customer communications by assessing the nature of the inquiry and directing it to the appropriate internal workstream or department.
• Conduct initial case reviews to categorize and divert files into the correct processing queues.
• Facilitate stakeholder engagement, acting as a liaison between vendors, internal teams, and clients during investigations and data exchanges.
• Execute multi-channel follow-ups (Email, SMS, Phone, Letter) to keep customers and clients informed of case status or to request missing information.

  
Data Integrity & Case Management

• Maintain accurate record-keeping standards, ensuring all customer interactions and file updates are logged in real-time.
• Populate case files with relevant documentation and evidence, ensuring files are complete.
• Perform data input and validation, monitoring system entries to ensure they align with source documents.
• Review flagged data and exceptions, cross-referencing against established frameworks to identify anomalies before processing. Quality Assurance & Reporting
• Execute daily quality assurance (QA) checks on case files to verify data accuracy and compliance with internal protocols.
• Monitor and report on daily task progress and completion rates to management.
• Validate system inputs to prevent errors downstream in the investigation process.

Key Skills & Competencies

• Time Management: Proven ability to prioritize conflicting tasks and manage workflow to meet strict daily input targets and deadlines.
• Analytical Thinking: Able to approach tasks in a logical, systematic way to resolve processing issues efficiently.
• Attention to Detail: Able to spot errors in data and exceptions in case files.
• Technical Proficiency: Proficient with Microsoft 365 (Excel, Outlook, Word) or with an aptitude for learning new internal systems quickly.
• Organisational Skills: Highly organized with the ability to manage high-volume administrative tasks without compromising quality.

  
Why Join Us:

• Be part of a growing organisation with a culture of excellence and integrity.
• Opportunities for learning, development, and career progression.
• Work in a supportive and collaborative environment where your contribution is valued.
• Play a key role in upholding our values and shaping the customer experience across the business.

  
Apply Now:
If you are motivated, customer-focused, and committed to delivering compliant and exceptional service, we would love to hear from you. Please submit your application via Seek with your resume and cover letter outlining why you are the ideal candidate.