Welfare Service Coordinator

Jhbchev; Johannesburg; On-site; ZAR 250 000 - 350 000; Full time

Job summary

A financial aid organization in Johannesburg is seeking a client support professional to handle financial aid applications. Responsibilities include client interaction, maintaining records, and supporting analysts. Ideal candidates have administrative experience, strong communication skills, and the ability to work empathetically with clients. This role requires high emotional intelligence and discretion.

Qualifications

• 5–8 years of experience in an administrative or coordination role.
• Proven experience in client-facing roles requiring discretion and emotional intelligence.

Responsibilities

• Serve as the first point of contact for clients applying for financial aid.
• Maintain accurate records of all client interactions and application statuses.
• Assist the Analysts in gathering, validating, and formatting data.
• Liaise with internal departments to support client needs.

Skills

Strong data entry

Document handling

Excellent verbal communication

Excellent written communication

Organisational skills

Conflict resolution

Problem-solving

Empathetic and client-centered

Education

Matric (Grade 12)

Further administrative training

Tools

Microsoft Office Suite (Excel, Word, Outlook)

Job description

Role and Responsibilities

CLIENT INTERACTION & SUPPORT

• Serve as the first point of contact for clients applying for financial aid.
• Engage with clients in a respectful, empathetic, and culturally sensitive manner.
• Guide clients through documentation requirements and explain assessment procedures.
• Handle sensitive or confidential information discreetly and respectfully.
• Schedule and coordinate client engagement and follow-ups whenever necessary.

ADMINISTRATIVE OPERATIONS

• Maintain accurate, up-to-date records of all client interactions and application statuses.
• Input and update data into the case management system.
• Ensure all documentation is properly verified and filed.
• Track application progress and follow up on outstanding information.
• Support analysts by preparing applications for review.

ASSESSMENT SUPPORT

• Assist the Analysts in gathering, validating, and formatting data required for eligibility decisions.
• Flag inconsistencies or incomplete submissions for follow-up and engage with and support the clients to achieve a complete submission.
• Participate in periodic reviews of applications and provide status updates to clients or internal teams.
• Assist clients with admin-related or inter‑organisational service referrals.

COMMUNICATION & COORDINATION

• Liaise with internal departments including social work, accounts, and care teams to support client needs.
• Communicate updates or changes to clients as directed.
• Maintain open lines of communication with clients, managing expectations and ensuring clarity on timelines.

Qualifications and Education Requirements

• Matric (Grade 12) with further administrative training preferred.
• 5–8 years of experience in an administrative or coordination role.
• Proven experience in client-facing roles requiring empathy, discretion, and high emotional intelligence.

Preferred Skills

• Strong data entry, document handling, and file management.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Excellent organisational skills and attention to detail.
• Excellent verbal and written communication.
• Able to maintain professional boundaries while delivering compassionate service.
• Conflict resolution and problem‑solving abilities in client interactions.
• Able to work independently while collaborating with a multidisciplinary team.
• Comfortable with deadlines, multitasking, and high‑volume caseloads.
• Flexible and adaptable to evolving policies and systems.
• Empathetic and client‑centered.
• Discreet and trustworthy.
• Proactive and solutions‑oriented.
• Resilient and emotionally mature.
• Committed to the values of dignity and service.