Client Liaison Officer - Pietermaritzburg Verfied

Salary Negotiable Pietermaritzburg, Kwazulu-Natal Pietermaritzburg, Kwazulu-Natal more than 14 days ago 28-06-2019 3:01:16 PM
23-08-2019 3:01:16 PM
Client Liaison Officer – Medical Scheme – Pietermaritzburg (KZN)

JOB SUMMARY
? The Client Liaison Officer role will provide onsite client services and resolve member and potential member queries.

KEY PERFORMANCE AREAS

Administration and Support
? Visit, interact and assist members in Departments and other public service offices as and 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 to 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 the organisation 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.

Correspondence and Documentation Processes
? Communicate with Departments and other public service offices members and keep records

Project Management
? Manage CLO related projects

Technical expertise and application
? Ability to persuade and build relationships

Risk Management
? Manage CLO related risks

Staff Management Responsibility
? Management of Member Affairs with the Scheme

Requirements
? Matric (Grade 12) and / or Post- matric qualification
? At least 1 - 2 years customer background in call centre or service environment / customer relations
? Computer literacy (MS office)
? Must be in possession of a valid driver’s license / Own vehicle (advantageous)
? Must be willing to travel at short notice
? FAIS Accreditation or background will be added as advantage
? Knowledge of the South African medical scheme industry/ healthcare background (Advantageous)
? Excellent Interpersonal skills / Persuasiveness / Self-motivated and pro-active / Networking skills / Creative and innovative / Team Player / Good written and verbal communication skills
? Perform under pressure and driven to meet deadlines