Client Liaison Officer at GEMS

Government Employees Medical Scheme; Pretoria; Hybrid; ZAR 478,000; Full time

Job summary

A public healthcare organization is seeking a Client Liaison Officer to provide support to members and facilitate communication within the organization. Candidates should have at least 2 years of relevant experience and an accredited FAIS qualification. The role includes daily reporting and marketing the Scheme to potential members. This position offers a hybrid working model and emphasizes integrity and customer service.

Qualifications

• At least 2 years of industry experience, preferably in the Medical Scheme industry.
• Fit and Proper requirements including financial soundness and no criminal record.
• Ability to speak an additional language such as South Sotho or Afrikaans is advantageous.

Responsibilities

• Provide support to the Team Leader and assist members with queries.
• Compile daily activity reports and escalate unresolved queries.
• Market the Scheme to potential members and assist in enrollment.

Skills

Customer service

Attention to detail

Communication skills

Team player

Proactivity

Education

Matric and NQF5, FAIS accredited qualification

RE5

Job description

Overview

The position of Client Liaison Officer is vacant. The Client Liaison Officer will report directly to the Team Leader and form part of the Client Liaison Division. The position is based in North West.

The total remuneration package is R477 379 per annum, based on qualifications and experience.

The closing date for applications will be Thursday, 02 October 2025.

Duties & Responsibilities

The Client Liaison Officer will provide support to the Team Leader through the implementation of the following key performance areas (KPAs):

• Visit, interact and assist members in departments and other public service offices as required.
• Facilitate meetings and one-on-one sessions to resolve administrative issues encountered by members.
• Receive scheme correspondence from members and submit it to the Administrative team on a daily basis.
• Follow up with members on outstanding information or documents required by the Scheme to finalise business processes.
• Assist the marketing service provider at marketing events by attending to member queries.
• Attempt to resolve all queries at first contact.
• Log all resolved and unresolved queries on a daily basis for reporting purposes.
• Compile a daily activity report.
• Escalate all unresolved queries to the admin team through the Team Leader on a daily basis.
• Represent GEMS well at all times in line with the mission, vision and values.
• Maintain positive scheme member and stakeholder relationships.
• Facilitate effective communication between members and the Scheme.
• Compile weekly, monthly and quarterly activity reports for submission to the Team Leader.
• Provide ad hoc information when requested.
• Have extensive scheme and operational knowledge to assist in resolving member queries.
• Must be able to use a computer and required systems to resolve member queries.
• Market the Scheme to potential members and assist in enrolling them on the Scheme.
• Advise on the process followed in rendering advice and intermediary services (under the supervision of a Key Individual (KI) or Supervisor where applicable).
• Adhere to the stipulations of the supervision agreement and instruction, guidance, and oversight of the FAIS supervisor and KI (if under supervision).
• Conduct needs analyses for members, provide guidance and recommendations, and propose the most suitable benefit option.
• Provide ongoing option advice to members per their individual needs and goals.
• Ensure advice record is comprehensively completed, sent to the member and supervisor/KI, and stored.

Desired Experience & Qualifications

• Matric and NQF5, FAIS accredited qualification (as per FSCA published qualification list), recommended
• RE5 is mandatory
• At least 2 years of industry experience (Medical Scheme Industry advantageous)
• Date of First Appointment (DOFA) 2 years with FSCA for 1.16 Health Services Benefits (Advantageous)
• Registered with CMS as a fully accredited broker (Advantageous)
• No longer under supervision (Advantageous)
• Class of Business Health Benefits (Advantageous)
• If not already, must be willing and able to become a FAIS accredited representative
• Fit and Proper requirements, honesty and integrity, and good standing according to Board Notice 194 of 2017 are adhered to including financial soundness, no criminal record and previous regulatory or employer disciplinary findings
• Passion for customer service
• Self-motivated and pro-active
• Attention to detail
• Good written and verbal communication skills
• Ability to speak an additional language besides English (South Sotho or Afrikaans will be an added advantage)
• Team player
• Driver’s license required; own car

Other Information

Interested? GEMS employs people with the highest level of integrity. Submission to the appropriate pre-employment assessment is obligatory to be considered for the position.

Kindly note that information provided on application for the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.

Kindly note that information is required for Employment Equity purposes and information gathered is strictly used according to the intended purpose of collection, unless there is a legal need or permission is granted from the applicant to use it for another purpose.

Should you wish to have your information removed from the GEMS database, kindly send a written request to [Email Address Removed].

GEMS adopts a hybrid work model. GEMS is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with GEMS employment equity plan.

Successful candidates will be required to seek approval to conduct other work outside of GEMS.

GEMS Employees are required to conduct themselves in a manner that reflects the organization’s paramount values: Excellence, Member Value, Integrity, Innovation, and Collaboration.