Funzi Charlotte Mafaralala

am a 45-year-old professional with experience as a Client Liaison Advisor, skilled in building strong relationships with clients and ensuring excellent customer service. I have a proven ability to communicate effectively, resolve client queries, and coordinate between clients and internal teams to ensure smooth service delivery. I am organised, reliable, and detail-oriented, with strong problem-solving and interpersonal skills. I am currently seeking an opportunity where I can contribute my experience, professionalism, and commitment to customer satisfaction while growing within a dynamic organisation.

1) Client Relationship Management
Build and maintain strong relationships with corporate clients, members, brokers, and service providers.
Act as the main point of contact for medical aid-related queries and concerns.
Ensure high levels of client satisfaction and retention.
2) Medical Aid Administration & Support
Manage onboarding of new members, benefit explanations, and plan options.
Handle queries related to claims, benefits, contributions, underwriting, waiting periods, and exclusions.
Liaise with medical schemes, administrators, and brokers to resolve issues efficiently.
3) Communication & Coordination
Coordinate communication between clients, internal departments, brokers, and medical aid providers.
Provide clear guidance to clients on medical aid policies, rules, and procedures.
Prepare reports, feedback, and updates for management and clients.
4) Problem Resolution & Escalation
Investigate and resolve complex client complaints and escalations.
Follow up on outstanding issues to ensure timely resolution.
Ensure compliance with service level agreements (SLAs).
5) Compliance & Regulatory Requirements
Ensure processes comply with medical aid regulations, FICA, POPIA, and industry standards.
Monitor correct completion and submission of application forms, COTs, and supporting documents.
Maintain accurate records and documentation.
6) Team Leadership & Performance
Supervise and support client liaison staff or consultants.
Provide training, guidance, and performance monitoring.
Promote a culture of excellent customer service.
7) Reporting & Analysis
Track client issues, trends, and service performance.
Compile monthly reports on client satisfaction, complaints, and operational performance.
Recommend improvements to processes and client service.

I have certificate in wealth management