Client Liaison Officer

Designation: PP2913 - Client Liaison Officer

Category: Ops & Admin - OF6310

Posted by: Alexander Forbes

Posted on: 04 Jun 2025

Closing date: 13 Jun 2025

Location: Sandton

Purpose Of The Job

Alexforbes pioneers Insight to deliver Advice and solutions that Impact our customers’ lives. Mitigating reputational risk of Alexforbes by managing and resolving complaints for the Alexforbes Group across all channels Responsible for identifying trends and root causes to improve service, products and processes Accountable for transforming the customer experience to improve customer loyalty, satisfaction, value and retention, and reduce complaints and complaints trends

Overview

Education

• Matric – Essential
• Diploma – Recommended
  
  

Experience

• Customer service and complaints management
• Good understanding of employee benefits and administration
• Good understanding of legislation pertaining to financial services, employee benefits and complaints management
• Ability to work effectively and accurately under pressure
• Excellent skills using MS and Excel Key performance areas
  
  

Main outputs and responsibilities for this position

• Effectively assist with complaints escalated in the event of non-responses, escalating complaints to the appropriate management
• Effectively assisting with complaints from all channels to ensure successful resolution
• Log and resolve complaints on D365 complaints management system (D365)
• Manage the contact us mailbox within 24 hours (1 business day), ensure all complaints are logged and managed on D365
• 100% of complaints are acknowledged within 1 business day
• 80% complaint resolution within 4 working days
• Answer 80% of calls within 20 seconds, abandonment less than 5%
• Meet and exceed QA target of 85%
• Effectively resolve complaints received and ensure customers’ are kept informed, expectations are managed and customers are updated at all times.
• Courtesy calls to customers to ensure customers are happy and to confirm final resolution of complaint
• Acknowledge receipt of Hello Peter complaints on the website, other social media complaints received from service provider to be acknowledged directly with the customers as soon as possible. Ensure resolution of all complaints
• Dealing with complaints via telephone / email received from the CEO or Group Executive to ensure successful resolution
• Arranging adhoc meetings with business to understand resolution and root causes
• Effectively prepare stats and trends for management reports
• Full investigation and analysis on complaints to understand root case analyses
• Root cause analysis , identification of trends associated with complaints and appropriate recommendations to Branch Managers
• Adhoc projects to facilitate and assist with to completion impacting complaints management
• All tasks need to be executed complete, accurately and according to set timelines by line manager.
• Support in activities on system upgrades and changes from time to time for example testing. Ensure that filing of staff information is up to date and comply with the payroll policy and personal KPA.
• Play an active role in contributing to a positive working environment and team work.
• Be an ambassador for the payroll department.
• Various adhoc task as and when required in the payroll area.
• All task to be executed according the payroll standard operating procedures.
• Provide team training and assistance.
• Ensure payroll calendars and communication is distributed to team and business.
• Manage team relationship and stakeholders