Client Liaison Officer

Key Duties/responsibilities

  • Scanning mail, filling, archiving, printer management, tidying kitchen & keeping an eye on stationery levels.
  • Provide a high level of service in accordance with the Client Service Charter.
  • Responsible for assigned cases by being the first point of contact for clients and provide support and assist the assigned Client Liaison Officer /Claim Co-Ordinators:
    • Answering telephone calls (managing funding enquiries, new client enquiries, sending info packs and providing updates based on client status
    • Responding to voicemail messages.
    • Managing client enquiries via OCA emails/general/bounce folder
    • Data entry and processing documentation including FA’s, SR’s, POC & Questionnaires identifying any issues relating to the claim and liaising with the client and the CLO level 2 to rectify
    • Providing clients with basic IT support including how to access the client portal
    • Follow up clients for outstanding documentation by email/telephone
    • Processing data for loss estimates including formulating data queries and identifying anomalies in the data.
    • Auditing retail client claims including identifying data anomalies and following up the client to resolve the query.
    • Mailouts to clients which includes drafting of the mailout, obtaining relevant approvals, preparing postals, processing autoreplies, updating powerdocs, upload on Intranet, and managing bounces.
    • Assisting with new case launches, data collection, settlement.
    • Updating the IMF website when case developments occur.
    • Making relevant case notes when significant case developments occur.
    • Creating forms and documents for distribution.
  • Logging tasks in the task management system and projecting your weekly, fortnightly and monthly tasks.
  • Assisting members of the team who require training on new processes and procedures.
  • Prepare for weekly team meeting with a summary of significant case developments and goals of what you aim to achieve for the week.
  • Attend daily team meeting – update members on your assigned cases, what you are working on that day, and if you need any assistance.
  • Identify and manage ways in which processes/procedures can be improved or when a procedure should be created.
  • Responsible for personal self-development and ongoing personal growth

Qualifications, knowledge, skills and experience 

  • High level customer service
  • Accurate and efficient data entry
  • Excellent verbal and written communication skills
  • Organised and able to meet deadlines
  • A true team spirit, willing to assist on any task necessary (no matter how large or small)
  • Proactive approach to workload
  • The ability to effectively manage information of a confidential nature
  • Problem solving and thinking outside the box
  • Ability to multitask and perform under pressure
  • Intermediate to advanced Microsoft Office Suite (Word, Excel and Outlook) skills
  • Document management system experience