Client Liaison Officer

Purpose

To act as a liaison between the members of the Fund and the Fund’s other service providers i.e. (funeral benefit administrator, Section 37C Investigators, Trust Fund Administrators, Tracers) in receiving claims and ensuring that they are processed timeously. The Client Liaison Officer serves as the primary point of contact between the company and its clients. This role involves ensuring that clients' needs are met, fostering strong relationships, and ensuring that all services and communications are delivered promptly and professionally. The Client Liaison Officer is responsible for understanding client expectations and working with various internal teams to deliver optimal service.

Responsibilities

Client Relationship Management:

• Act as the main point of contact for clients, addressing inquiries and providing consistent updates.
• Build and maintain strong, long-lasting client relationships with employers.
• Understand the clients' business needs and ensure their expectations are met.
• Receive members and help them with submission of their claims
• Ensure that all due diligence is completed in processing the claims.
• Check that all claim documents are available: Visible ID, forms tax numbers etc.
• Act as a service rep to ensure that all forms are completed fully to ensure timeous payment.
• Guide the member into education and completion of all paperwork to prevent come backs.
• To advise member of any outstanding documentation or what will affect the delay of the claim.
• Attend to members and beneficiaries who are submitting and following up on their claims (withdrawal,
  funeral, disability, death, unclaimed benefits, retirement, trust fund).
• Escalate claims that are outside the service level agreement.
• Assist with all walks in queries to ensure end to end service and delivery eg. Advising members who come to enquire about their membership on their status.
• Liaise with various departments/stakeholders with member claims e.g. to the relevant CLO/MCLO for
  further investigation.
• Provide members with benefit statements, contribution history and quotations where available.
• Educate members on benefits of the fund and process.
• Ensure reporting daily to the manager for consideration and review.

Communication and Coordination:

• Serve as the communication bridge between clients and internal teams.
• Coordinate meetings, calls, and other communication between the client and the relevant department.
• Facilitate smooth communication across teams to ensure clients' needs are efficiently met.

Client Support and Problem Resolution:

• Address client issues, concerns, or complaints and work towards resolving them promptly.
• Ensure that clients receive timely and accurate responses to their queries.
• Liaise with other departments to ensure any issues or requests are resolved effectively.

Service Delivery Oversight:

• Monitor the quality and timeliness of services provided to clients.
• Ensure all contractual obligations and service-level agreements (SLAs) are being met.
• Work with the project management or operations teams to ensure smooth service delivery.

Feedback and Improvement:

• Gather client feedback to assess satisfaction levels and identify areas for improvement.
• Report client feedback to senior management and suggest improvements to enhance the client experience.

Reporting and Admin:

• Submit daily and weekly reports including any ad-hoc reports as and when required by business.
• All claims and documents to be uploaded and indexed on Everest/EPIC system used by Salt.
• To provide reports after every employer visits with challenges and actions required. The report will be
  provided the following day after coming back from the visit Relationship Management.
• Attend to requests from other stakeholders like Member Unions, Employer Unions and PSIRA as and when the requests come in.
• Strictly adhere to the rules and policies of the Fund, legislation, administration procedures and service
  level agreements.
• Maintain and improve quality results by adhering to standards and guidelines; recommend improved
  procedures.
• Attend internal and external training required. Time Management.
• Excellent time management. Flexible and ability to work under pressure and multitask.

Client Retention and Growth:

• Identify opportunities for upselling or cross-selling additional services to clients.
• Ensure that client expectations are exceeded in order to retain long-term business relationships.

Internal Collaboration:

• Work closely with the sales, marketing, and operations teams to align service offerings with client needs.
• Provide internal teams with insight into clients' expectations and any potential changes to services or needs.

Project Coordination:

• Support the delivery of client-related projects, ensuring timelines, budgets, and quality standards are met.
• Monitor project progress and update clients regularly on project status.

Planning for Travelling:

• Complete a yearly travel plan split per month.
• To inform all Client Liaison Officers (CLOs) of planned pending trips and to get a list of employers that needed to be visited from CLOs.
• To ensure that all administrative tasks relative to the training including full recon, outstanding claims and unallocated contributions have been obtained.
• To check with the Agents that the employers to be visited have been registered with the NBC and if not to include in the preparation for the visits.
• To escalate all matters arising from the employer meetings/visits to the relevant departments and ensure that they are acted on.

Competencies:

• Communication: Articulate ideas clearly, listen actively, and adapt communication styles to engage diverse stakeholders effectively.
• Problem-solving: Analyse complex issues, identify root causes, and develop innovative solutions to overcome challenges.
• Adaptability: Embrace change, remain flexible, and thrive in dynamic environments by quickly adjusting strategies and priorities.
• Decision-making: Make informed decisions based on data, analysis, and intuition, considering both short-term impacts and long-term implications.
• Collaboration: Build strong relationships, leverage diverse perspectives, and work effectively in cross-functional teams to achieve shared goals.
• Emotional Intelligence: Demonstrate empathy, self-awareness, and resilience in managing interpersonal dynamics and navigating challenging situations.
• Innovation: Encourage creativity, experiment with new ideas, and continuously seek opportunities for improvement and growth.
• Time Management: Prioritise tasks, manage resources efficiently, and maintain focus on key objectives to meet deadlines and deliver results effectively.

Education:

• Excel – intermediate
• Matric or Recognition of Prior Learning

Experience:

• Industry knowledge and at least 2 years Industry experience English (Business writing and email etiquette).