Client Liaison Officer

Location: Emalahleni, Mpumalanga

Company: Fidelity Services Group

Posted: 12 November 2025 (Open until filled)

About the Role

The Client Liaison Officer works in the FCS Witbank branch under the supervision of the Branch Manager and the Regional Manager of the cash processing region. The role is responsible for maintaining smooth daily branch operations, ensuring all deposits are verified, balanced, and processed in line with contractual agreements.

Key Responsibilities

• Handle client queries quickly and professionally.
• Complete incident reports accurately and communicate with clients as needed.
• Prioritise client satisfaction in all interactions.
• Submit daily reports and statistics on time.
• Download and archive video footage related to incidents.
• Give positive or negative feedback to tellers based on video reviews.
• Recommend corrective actions for any negative feedback.
• Inform management about teller processing issues.
• Investigate all deposits variances and client queries.
• Document counterfeit notes, send returns to head office, and keep detailed investigation records.
• Provide documentation and feedback for insurance claims when requested.
• Assist with ad‑hoc tasks as required.

Key Performance Areas (KPAs)

• Investigate all variances.
• Report irregularities to management.
• Ensure accuracy of incident reports.
• Keep clients informed on query status.
• Report differences over R 200.00 to the Branch Manager, or Regional Manager if no manager.
• Report faulty cameras and VSI equipment to the Branch Manager or suppliers.
• Handle all queries, incidents, and investigations.
• Maintain complete, orderly investigative documentation.
• Ensure cameras operate 100% of the time; report any failures.
• Perform any reasonable duties assigned by management.

Minimum Qualifications

• Grade 12 or NQF Level 4 certificate.
• Registered Grade C PSIRA certificate.
• Computer literacy – MS Word, Excel, Outlook.

Essential Skills

• Good interaction and communication skills.
• Bilingual proficiency.
• Polite telephone manner.
• Professional appearance.
• Excellent administrative and writing skills.
• Strong time‑management skills.
• Honest, reliable, and trustworthy.

Knowledge & Experience

• Understanding of relevant legislation.
• Minimum 3 years experience in a similar role.
• Proficiency in MS Office.
• Team player, good health, and willing to work overtime.

Transformation Policy

Black female candidates are encouraged and given priority, in line with our transformation policy. Preference is given to existing employees on merit.

How to Apply

To apply, please visit https://fidelityservicesgroup.simplify.hr/vacancy/sayguw.