CLIENT LIAISON OFFICER – NORTH WEST

Tych Business Solutions; Noordwes; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A health services provider is seeking a Client Liaison Officer to support the Team Leader. Responsibilities include interacting with members, facilitating communication, and compiling reports. The ideal candidate should have Matric, an NQF5 qualification, and at least 2 years of industry experience, preferably in the medical scheme sector. This role requires strong customer service skills and a self-motivated attitude.

Qualifications

• Self-motivated and pro-active with a passion for customer service.
• Ability to work under the supervision of a Key Individual or Supervisor.
• Fit and Proper requirements must be adhered to.

Responsibilities

• Provide support to the Team Leader through various KPAs.
• Visit and assist members in Departments and public service offices.
• Facilitate effective communication between members and the Scheme.

Skills

Customer service orientation

Attention to detail

Good communication skills

Team player

Education

Matric and NQF5, FAIS accredited qualification

RE5 Advantageous

Job description

Overview

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

The total remuneration package is based on qualifications and experience.

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

Responsibilities

• Visit, interact and assist members in Departments and other public service office as when required.
• Facilitate meetings and one-on-one sessions to resolve administrative issues encountered by members.
• Receive Scheme correspondence from members and submit to the administrative team daily.
• Follow up with members on outstanding information or documents required by the Scheme 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 daily for reporting purposes.
• Compile a daily activity report.
• Escalate all unresolved queries to the admin team through the team leader daily.
• Always represent GEMS well 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 have the ability to use a computer and required systems to resolve member queries; and Market the Scheme to potential members and assist in enrolling them on the Scheme.
• Advice 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)
• Conducting needs analyses for members, providing guidance, and recommendations, and proposing the most suitable benefit option.
• Providing 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.

Qualifications

• Matric and NQF5, FAIS accredited qualification (As per FSCA published qualification list), Recommended
• RE5 Advantageous
• 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, (Advantages)
• No longer under supervision (Advantageous)
• Class of Business Health Benefits (Advantages) 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 one of the following additional languages in addition to English: South Sotho, and Afrikaans will be an added advantage
• Team player
• Driver’s license (required).
• Own car.