Client Liaison Officer: Mthatha Office - GPAA

POST 23/21: CLIENT LIAISON OFFICER: MTHATHA OFFICE 

REF NO: CLO/EC/2023/07-1P

DUTIES:

The successful incumbent will be responsible for a wide variety of tasks which includes the following but are not limited to:

Providing education and training:

• Conduct training for the HR Unit on the correct completion of documentation to be submitted to GPAA.
• Conduct workshops and roadshows to Members, Employers and Stakeholders to create an understanding of products used and processes to be followed.
• Conduct Induction Programme for employees and stakeholders to create an understanding of products used and processes to be followed.
• Plan presentation of education materials, monitor and evaluate the effectiveness of programmes conducted, and recommend enhancements.
• Market new services offered by GPAA by conducting training of new/current Users including E-channel.
• Promote compliance with GPAA’s processes and procedures.
• Compliance of employer and stakeholders.
• Check reported feedback regarding compliance with performance from the employer departments.
• Follow-up/trace missing information on outstanding documents in order to enable finalisation of the process (Trace members for outstanding life certificates).
• Analyse documents received on PCM (Pension Case Management) to provide feedback to departments on core issues identified, highlighting key issues to Senior CLO.
• Ensure that GPAA rules, products and processes are understood and adhered to.

Enquiry management (General and RMC):

• Check member queries through the wireless facility and resolve them on-site.
• Provide information regarding member cases.
• Facilitate meetings with relevant client departments in resolving administrative issues.
• Confirm member status with the employer (RMC).
• Update member information on the RMC portal application.
• Requesting and receiving additional information from the Employer with regard to Medical and IOD.
• Interaction with Compensation Fund regarding IOD enquiries.

Collection of all documentation:

• Pre-verification of documents received from Employer, Member and Third party.
• Checking and capturing documents.
• Barcoding, linking and indexing of documents.
• Scanning documents onto PEKWA.
• Quality assurance of each case using a control sheet.
• Collect supporting documents for RMC processes.
• Collect original awards from Employers regarding IOD.

REQUIREMENTS:          

• An appropriate three-year tertiary qualification (B Degree / B Tech / N Dip) (at least 360 credits NQF level 6) with a minimum of four (4) years experience in Client Relations management environment. 
• A valid driver’s license is mandatory, at least two years old (a copy will be requested to verify).
• Proficiency in English is a requirement and the ability to speak any of the other official languages spoken in the province where applying.
• The applications of individuals currently residing in the Province applying may receive preference (Eastern Cape and adjacent areas). Demonstrable customer relations skills.
• Computer literacy would include a good working knowledge of Microsoft Office products.
• Knowledge of Employee Benefits.
• Knowledge of Client Relations Management. 
• Knowledge of GEPF services and products.
• Geographical knowledge of the region applying for. 
• Knowledge of two indigenous languages spoken in the region applying for.
• Driving skills (hence the requirement of a driver’s license).
• Good analytical skills.
• Strong customer orientation with good customer relations skills.
• Excellent problem-solving skills.
• Excellent communication skills at all levels in and outside the organization (verbal and written).  
• Outgoing personality.  
• Ability to build strong network relationships.
• Ability to work in a team.
• Excellent presentation skills.
• Ability to take responsibility and work independently.
• Must be customer oriented, with good customer relations skills.
• Good problem-solving skills.
• Good communication skills both written and verbal with the ability to communicate at all levels.
• Outgoing personality. Ability to build strong network relationships.
• Ability to work in a team. 
• Excellent presentation skills.

ENQUIRIES: Felicia Mahlaba Tel No: (012) 319 1455

SALARY: R424 104 per annum (Level 09), (basic salary)

CENTRE: Mthatha Office