Client Liaison Officer

Job Purpose

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 purpose of the role is to provide support to the Team Leader through direct engagement with Scheme members, the facilitation of issue resolution, effective communication, and administrative assistance. The incumbent will also assist with marketing activities, ensure first-contact query resolution, and promote positive relationships between members and the Scheme.

Minimum Requirements

• Matric (Grade 12)
• NQF Level 5 FAIS-accredited qualification (as per FSCA published list)
• RE5 – advantageous
• At least 3 years of industry experience (Medical Scheme Industry advantageous)
• DOFA: 3 years with FSCA for 1.16 Health Services Benefits – advantageous
• Registered with CMS as a fully accredited broker – advantageous
• Class of Business: Health Services Benefits – advantageous
• Not under supervision – advantageous
• If not already accredited, must be willing and able to become a FAIS-accredited representative
• Driver’s license – required
• Own car – required
• Ability to speak one of the following languages in addition to English: Ndebele, Swati, Zulu, Nguni – advantageous

Key Performance Areas

• Visit, interact and assist members in Departments and other public service offices as and 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 to finalize 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 the scheme 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
• 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 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, providing guidance, and recommendations, and proposing 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

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 intern2@heitha.co.za. You may call these numbers for more further enquiries i.e. 012 443 6459 or 064 543 2497.

Only shortlisted candidates will be contacted. If you have not heard from us in 4 weeks, consider your application unsuccessful.