Client Service Officer (Johannesburg)

Job Purpose:

The Client Service Officer (CSO) are required to establish good relationships with the companys current client base. You act as the middle person between CompSol and our client and are responsible to resolve any queries and issues that arise to ensure that our client is satisfied with our service provide regular training improve communications and generally ensure that the relationship is as beneficial as possible.

Key Performance Areas:
1. Client Relationship Management
1.1. Responsible to manage and maintain our relationship with clients.
1.2. Expected to maintain a professional image of CompSol at the clients offices and should ensure that their conduct is always in line with such a professional image. E.g. no foul language may be used in front of a client or administration department
1.3. Ensure regular visits to the client (directly) to ensure that the client is submitting in accordance with the Pre-Funding and/or Administration Agreements.
1.4. Query management: Ensuring that you assist the client where need to reduce the number of outstanding queries. Includes contact with Non CompSol MSPs and Employers to resolve queries.
1.5. Ensure that constant contact is maintained with the practice regarding outstanding queries.
1.6. Monitor the level of client loyalty to CompSol providing effective feedback where the clients have become dissatisfied with the services.
1.7. Communicate any new leads of potential clients that are interested in our services to the Sales Representative

2. Training & Support to new clients and existing client base
2.1. Provide training to new clients and ensure that the client experience a smooth onboarding process
2.2. Provide training to clients in respect of the IOD claim as well as any disciplinary requirements.
2.3. Changes in rules and regulations must be promptly communicated to the clients.
2.4. Provide general support to clients in respect of IOD queries and completion of documents.
2.5. Provide regular training to current clients to ensure that unnecessary queries are reduced.
2.6. Provide system training to clients in terms of new development and enhancements

3. Payor Liaison
3.1. Ensure that all submissions (banking or accounts related) are delivered promptly to the payor allocated to you.
3.2. Ensure that relevant feedback received from payor is captured on CS database and communicated to the responsible person at CS Head office
3.3. Discuss outstanding accounts and payment methods as instructed by head office.

4. General Administration / Client Service Officer Protocol
4.1. The Client Service Officer needs to ensure that their weekly planning is timeously submitted to Supervisors to be able to communicate any topics of concern before visit to MSP.
4.2. The CSO is responsible to ensure that visits to their service providers are completed as outlined in the CSO protocol.
4.3. Ensure that your weekly report feedback is captured onto the relevant database and submitted to by 09:00 on a Friday at latest.
4.4. Ensure that the relevant notice is provided to head office if the client changes his/her address administration contact person banking details legal entity etc.
4.5. Expense claims and travel reports must be submitted correctly and timeously.

5. Geographical Team Liaison
5.1. Consult with the relevant Supervisor if you are not sure about elements regarding the documentation or query list
5.2. Carry out any instructions from Supervisor with regards to clients or payors promptly and effectively
5.3. Monitor and report back on all processing issues you might become aware of
5.4. Constant communication is required between CSO and Supervisor to ensure effective plans of actions progress and barriers are discussed.

6. Project Management
6.1. From time to time the CSO Co-Ordinator will assign projects for completion. The Client Service Officer should:
6.1.1. Action the project as per instruction.
6.1.2. Provide regular and accurate feedback
6.1.3. Plan to meet deadline and report if deadline needs to be extended.