Client Liaison Officer MMH250217-3

Role Purpose

To build and maintain strong relationships with clients and stakeholders, deliver on service level agreements, and make recommendations to improve client service.

Requirements

• Matric (grade 12) Certificate - (Essential).
• Diploma in Marketing/Business Administration or relevant equivalent qualification - (Desirable).
• RE5 Certification (FSCA - Financial Sector Conduct Authority) - (Desirable).
• 2 – 3 years’ experience in Client Services environment - (Essential).
• Exposure to the Medical Scheme administration industry - (Desirable).
• Experience working with trade unions.
• Exposure to the medical scheme industry - (Essential).
• Willing to travel frequently and long distances in own vehicle.
• Fluent in English and either Zulu, Setswana, or Sesotho.
• Based in Rustenburg.

Duties and Responsibilities

Process

• Facilitate resolution of client queries within required service level agreements.
• Assist clients with onboarding and updates on their membership, ensuring changes are processed promptly.
• Serve as liaison between members, unions, payroll, billings, and membership.
• Liaise with service providers regarding account queries and provide feedback on gaps.
• Compile and deliver weekly, monthly, and ad-hoc reports on time.
• Conduct presentations to educate on benefits, processes, and scheme rules.

Client

• Build and maintain relationships with clients and stakeholders.
• Deliver on service level agreements to manage expectations.
• Recommend improvements to client service and fair treatment.
• Participate in fostering a culture of rewarding relationships and exceptional service.
• Monitor turnaround times and quality standards, resolving issues promptly.
• Drive client service goals to ensure proper advice and after-sales service.
• Manage query processes, track and resolve queries, and use feedback for improvements.

People

• Build relationships through expertise and leadership, expressing positive expectations.
• Develop own industry and subject matter expertise.
• Manage change positively and provide support.
• Contribute to innovation and involve colleagues.
• Foster a culture of productivity, service, and quality.
• Own career development.

Finance

• Identify solutions for cost efficiency and operational effectiveness.
• Implement governance processes and comply with legislation.
• Escalate policy and compliance issues appropriately.
• Contribute to risk identification and communicate recommendations.