About the position
Introduction
The position of the 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 Pretoria.
The total remuneration package is R477 379 CTC per annum, based on qualifications and experience.
The closing date for applications will be Wednesday, 21 May 2025.
Duties & Responsibilities
The Client Liaison Officers will provide support to the Team Leader through the implementation of the following Key Performance areas ( KPAs):
- 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.
Desired Experience & Qualification
Qualification requirements are:
- 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.
- Passion for customer service.
- Self- motivated and pro-active.
- Attention to detail.
- Good written and verbal communication skills.
- Team player
- Driver's license (essential).
- Own car.
Interested?
GEMS employs people with the highest level of integrity - submission to the appropriate pre-
Kindly note that the information provided on application of the position may be shared with a third party for vetting purposes and will be stored by GEMS for a period of 5 years.
Kindly note that information is required for Employment Equity Purposes and information gathered is strictly used according to the intended purpose of collection, unless there is a legal need, or permission is granted from the applicant themselves to make use of it for other purpose
Should you wish to have your information removed from the GEMS database, kindly send a request in writing to [Email Address Removed] .
GEMS adopts a hybrid work model.
GEMS is guided by the principles of employment equity. Preference will be given to groups who are underrepresented in accordance with GEMS employment equity plan.
Successful candidates will be required to seek approval to conduct other work outside of GEMS.
GEMS Employees are required to conduct themselves in a manner that reflects the organisation's paramount values: Excellence, Member Value, Integrity, Innovation, and Collaboration.
