Customer Liaison Officer at Liberty Group South Africa

Purpose

To deliver support services in order to improve the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs).

Minimum Experience

1 - 2 years experience in a similar environment

Minimum Qualifications

Further Education and Training Certificate (FETC) [NQF Level 04] in Office Administration

Additional Minimum Qualifications

Outputs

Process

• Align and integrate own administrative support tasks and activities in accordance to required response time, quality and service delivery standards.
• Ensures that the customers are serviced according to the standard operating procedures.
• Accountable for own work quality, standards and outputs related to policies, procedures and defined processes.
• Proactively identify problems, apply known solutions and escalate more difficult problems.
• Plan for task execution and adjust priorities against an established plan.
• Prepare or compile agenda packs and documentation for Trustee/ManCom meetings.
• Assist with the compilation of minutes of Trustee/ManCom meetings.
• Assist with sourcing technical and legal advice to be provided to clients.
• Assist with daily administration issues on retirement funds in the portfolio.
• Facilitate the production and distribution of member benefit statements to clients.
• Assist with the annual rate review process on retirement funds.

Customer

• Liaise and interact with customers via approved communication channels in a positive and helpful manner.
• Build and maintain contact with customers to promote organisational products and services.
• Executes activities to ensure customer service delivery that meets or exceeds customer expectations aligned to Treating the Customer Fairly (TCF) principles.

Finance

• Adhere to specified standards, policies and procedures to prevent potential losses/wastage.

Learning and Growth

• Contribute positively to own area-specific knowledge improvement.

Governance

• Comply to set governance and compliance procedures and processes related to an area of work and continuously identify, rectify and escalate risks where necessary.

Competencies

Liberty Values

Technical Competencies

• Product Related System Application (Basic)
• Communication skills (Fundamental) (Intermediate)
• Customer Liaison (Basic)
• Product and/or Service Knowledge (Basic)

Behavioural Competencies

• Organisation and Attention to Detail (Basic)
• Customer service orientation (Basic)
• Customer Orientation (Basic)