Client Liaison Officer

Introduction

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.

Duties & Responsibilities

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

Desired Experience & Qualification

Matric and exceptional proficiency in Excel & MS Office
Minimum 3 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)

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 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.