Officer, Client Liaison

This role at Liberty, based in Johannesburg, calls for a dedicated individual to act as a vital link between clients and the organisation. Your primary responsibility will be to deliver high-calibre, first-level support, ensuring that client queries are handled with efficiency and accuracy. This involves thoroughly investigating, diagnosing, and resolving issues within stipulated timeframes, all while adhering to established operational standards. The ultimate goal is to cultivate a positive client experience, foster satisfaction, and mitigate potential risks and losses for Standard Bank Group (SBG).

About the Role

In this client-facing position, you will be instrumental in maintaining strong relationships with Liberty's diverse client base. Your day-to-day will involve engaging with clients, understanding their needs, and providing effective solutions to their queries. This role demands a proactive approach, requiring you to delve deep into client issues, identify root causes, and implement timely resolutions. A key aspect of the job is ensuring that every interaction contributes to a seamless and positive client journey, reinforcing Liberty's commitment to exceptional service delivery.

Your responsibilities will encompass a range of client service and query resolution tasks:

• Investigating and diagnosing client queries comprehensively and accurately.
• Resolving client issues within agreed-upon turnaround times.
• Maintaining operational standards to ensure world-class service delivery.
• Actively listening to clients to understand their concerns fully.
• Managing client relationships to foster loyalty and satisfaction.
• Collaborating with internal teams to facilitate query resolution.
• Identifying opportunities for continuous improvement in service processes.
• Employing creative problem-solving techniques to address client challenges.
• Documenting all interactions and resolutions accurately.
• Upholding organisational standards and ethical practices.

What They're Looking For

To excel in this Client Liaison Officer position, candidates should possess a blend of strong interpersonal and technical skills. A foundational qualification, such as a Diploma in Business Commerce, is a prerequisite. In terms of experience, the ideal candidate will have between 2 to 4 years in Service Management Operations, with a proven track record in client relationship management and resolving client services issues. Demonstrating an ability to effectively interact with various internal stakeholders is crucial. Furthermore, 1 to 2 years of experience in general client services or a support capacity, coupled with proficient technical skills, is required.

The role also values specific behavioural competencies. These include the ability to embrace change, examine information critically, interact effectively with people, interpret data, make sound decisions, manage tasks efficiently, produce high-quality output, and resolve conflicts constructively. A positive outlook and a commitment to upholding standards are also essential attributes.

This is an opportunity to join Standard Bank Group, a leading Africa-focused financial services organisation. They are known for their innovative approach to global finance and offer a dynamic environment for professional growth. Liberty serves a broad spectrum of clients, from individuals to large corporations, and is dedicated to fostering growth across Africa, delivering meaningful value to clients and communities.

In South Africa, roles like this typically fall within the financial services sector. Entry-level client liaison or service officer positions might start around R15,000 to R25,000 per month, with progression based on experience and performance. Major banks and insurance companies are common employers for such roles, offering pathways into client relationship management, operations, or even specialised financial advisory positions.

Type of Qualification: Diploma
Field of Study: Business Commerce

Experience Required
Service Management
Operations
2-4 years
Client relationship experience, resolving client services issues, with demonstrated ability to interact across multiple internal stakeholders.

1-2 years
Experience in General client services and / or support capability with proficient technical experience.