Client Liaison Officer
Job Purpose
To act as the key liaison between members of the Fund and various service providers, including the funeral benefit administrator, Section 37C Investigators, Trust Fund Administrators, and Tracers. The CLO ensures efficient and timely processing of claims and maintains strong client relationships by addressing queries, resolving issues, and coordinating communication. The CLO supports seamless service delivery while promoting fund benefits and ensuring member satisfaction.
Minimum Requirements
- Matric and exceptional proficiency in Excel & MS Office
- Minimum 2 years' experience in the employee benefits industry or related field
- Demonstrated experience in client liaison or member services
- Knowledge of fund administration procedures, Section 37C, and claim processes
- Familiarity with systems such as Everest/EPIC (advantageous)
- Strong command of English (business writing and email etiquette)
Key Performance Areas
- Receive and guide members through the claim process (withdrawals, death, disability, etc.)
- Educate members on benefits, documentation, and prevent claim delays
- Act as the central service contact for members and employers
- Ensure all claims meet required documentation and are processed within SLA
- Monitor quality and timelines of service delivery
- Escalate unresolved issues or claims outside SLA
- Act as a bridge between clients, internal departments, and external stakeholders
- Coordinate meetings and update stakeholders on claim or service status
- Facilitate employer visits and ensure follow-ups
- Submit daily, weekly, and ad-hoc reports
- Upload, index, and maintain accurate records in systems (Everest/EPIC)
- Report on client satisfaction and challenges post site-visits
- Address walk-in and telephonic client queries
- Resolve complaints or delays with a client-centric approach
- Plan monthly visits and employer engagements
- Coordinate logistics and information requirements ahead of trips
- Provide feedback and escalate unresolved employer concerns
- Liaise with internal CLOs, MCLOs, and relevant departments
- Share insights and assist teams in aligning service to member expectations
N.B: By responding to this advert, you consent to Heitha Staffing Group processing your personal information for recruitment purposes and confirm that any personal information has been submitted voluntarily. Applicants will be requested to fill in and sign a POPI Act Consent Form.
To apply please send your detailed CV including tertiary qualifications certificates and membership certificate to consultant@heitha.co.za or intern@heitha.co.za You may call these numbers for more further enquiries i.e. 012 443 6459 or 061 521 2473 or 064 543 2497.
Only shortlisted candidates will be contacted. If you have not heard from us in 4 weeks, consider your application unsuccessful.
