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 position is based in Western Cape and the successful candidate will be responsible for servicing in Cape Town.

Requirements

• Matric and NQF5, FAIS accredited qualification (As per FSCA published qualification list), Recommended
• RE5 FAIS accreditation is essential.
• At least 2 years of industry experience. (Medical Scheme Industry advantegous)
• Date of First Appointment (DOFA) 2 years with FSCA for 1.16 Health Services Benefits (Advantageous)
• Registered with CMS as a fully accredited broker, (Advantageous)
• No longer under supervision (Advantageous)
• Class of Business Health Benefits (Advantageous)
• 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.
• Driver’s license (required).
• Be willing to travel within a short space of time’s notice.
• Own car.

Skills & Competencies

Skills:

• Good written and verbal communication skills.

Behavioural Competencies:

• Passion for customer service.
• Self- motivated and pro-active.
• Attention to detail.
• Team player.

Desirable:

• Have an understanding of the medical schemes industry.

Responsibilities

• Visit, interact and assist members in Departments and other public service office as when required.
• Facilitate meetings and one-on-one sessions in an effort to resolve administrative issues encountered by members.
• Receive Scheme correspondence from members and submit to the Administrative team on a daily basis.
• 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 on a daily basis for reporting purposes.
• Compile a daily activity report.
• Escalate all unresolved queries to the admin team through the team leader on a daily basis.
• Represent GEMS well at all times 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.

Remuneration

• The total remuneration package is R503 635 CTC per annum, based on qualifications and experience.