Client Liaison Officer

Salt Employee Benefits; Durban North; On-site; ZAR 25 000 - 45 000; Full time

Job summary

An established industry player is seeking a dedicated liaison officer to enhance member engagement and service delivery. This role involves hosting presentations, resolving queries, and maintaining communication with various stakeholders. You will be responsible for assisting members with claims and ensuring timely processing, while also planning travel and submitting reports. Join a dynamic team where your contributions will directly impact the quality of service provided to fund members, and help foster a supportive environment for all stakeholders involved.

Qualifications

• Experience in customer service and handling queries effectively.
• Ability to maintain communication with multiple stakeholders.

Responsibilities

• Act as a liaison between fund members and service providers.
• Host presentations and ensure end-to-end service delivery.

Skills

Customer Service

Communication Skills

Problem Solving

Time Management

Report Writing

Education

High School Diploma

Degree in Business Administration

Tools

Everest/EPIC Systems

Job description

This incumbent is responsible for fulfilling the role of a liaison officer between the members of the Fund and the Fund’s service providers. The functions include but are not limited to:

• Hosting Fund presentations for members, union officials, employers, and other stakeholders at approved sites.
• Ensuring end-to-end service delivery on behalf of members and employers for all queries.
• Maintaining communication and engagement with employers, members, and stakeholders of the Fund.
• Resolving all queries and actively monitoring service delivery on the Fund, taking appropriate steps to ensure that SLAs are met.

Walk-in Members

• Receiving members and assisting them with submission of claims and queries.
• Ensuring all due diligence is completed in processing claims and other queries.
• Checking that all claim documents are available (ID, forms, tax numbers, etc.) and acting as a service representative to ensure all forms are fully completed for timely payments. Guiding members on education and completion of paperwork to prevent delays.
• Attending to members and beneficiaries submitting and following up on claims (withdrawal, funeral, disability, death, unclaimed benefits, retirement, trust fund).
• Escalating claims outside the service level agreement.
• Assisting with walk-in queries to ensure end-to-end service and delivery, e.g., advising members on their membership status.
• Liaising with various departments/stakeholders regarding member claims, e.g., to the relevant CLO/MCLO for further investigation.
• Providing members with benefit statements, contribution history, and quotations where available.
• Educating members on the benefits of the fund and processes.
• Reporting daily to the manager for review and consideration.

Planning for Travel

• Completing a yearly travel plan divided by month.
• Informing all CLOs of planned trips and obtaining a list of employers to visit.
• Ensuring all administrative tasks related to training, including reconciliation, outstanding claims, and unallocated contributions, are completed.
• Checking with agents that employers to be visited are registered with the NBC; if not, including them in the visit preparations.
• Escalating issues arising from employer visits to relevant departments for action.

Reporting and Administration

• Submitting daily and weekly reports, including ad-hoc reports as required.
• Uploading and indexing all claims and documents on Everest/EPIC systems used by Salt.
• Providing reports after employer visits, including challenges and actions required, typically the day after the visit.
• Attending to requests from stakeholders like Member Unions, Employer Unions, and PSIRA.
• Adhering strictly to the Fund’s rules, policies, legislation, and service level agreements.
• Maintaining and improving quality by following standards and recommending procedures.
• Participating in internal and external training.
• Managing time effectively, working under pressure, and multitasking.