Administrator/Client Support Liaison – Financial Assessments
Location: Johannesburg
Position Type: Fixed Term Contract
Purpose of the Job
To provide efficient administrative and client liaison support to the Financial Aid Assessment team, ensuring applications are accurately captured, documented, tracked and progressed through the assessment process. The role acts as a key link between clients, Assessment Analysts and relevant internal departments, coordinating information, follow-ups and referrals while providing clear, professional and compassionate communication. The role supports the smooth and timely administration of applications while maintaining confidentiality, accuracy and a high standard of client service.
Role and Responsibilities
Administrative Operations
- Maintain accurate and up-to-date client records, application information and case statuses within the designated case management system.
- Capture, update and maintain client and application data accurately and timeously.
- Receive, organise, verify and securely maintain supporting documentation in accordance with established processes and confidentiality requirements.
- Monitor the progress of applications and proactively follow up on outstanding documentation or information required to progress an application.
- Provide comprehensive administrative support to Assessment Analysts by preparing and organising applications and supporting documentation for assessment and review.
- Ensure that administrative processes are completed accurately, efficiently and within required turnaround times.
- Maintain clear and accurate records of client correspondence, follow-ups, referrals and outstanding actions
Assessment Administration Support
- Provide administrative support to Assessment Analysts in gathering, collating, validating and preparing information required for the assessment of financial aid applications.
- Review submissions for completeness and identify missing information, inconsistencies or documentation requiring clarification, without making eligibility or funding decisions.
- Liaise with clients to obtain outstanding documentation or clarification and assist them in completing their submissions.
- Monitor applications through the assessment process and provide accurate status updates to clients and relevant internal stakeholders, as authorised.
- Assist with periodic application reviews by ensuring that required information and documentation are available and appropriately recorded.
Assist clients with administrative queries and facilitate appropriate referrals to other services or departments within the organisation where required
Client Liaison & Coordination
- Act as a professional and responsive point of contact for clients throughout the financial aid application and assessment process.
- Respond to client enquiries and provide clear, accurate and appropriate information regarding administrative requirements, documentation and application processes
- Communicate application updates, outstanding requirements and relevant changes to clients as directed by the Assessment team.
- Maintain regular and professional communication with clients, managing expectations and providing clarity regarding processes and anticipated timelines.
- Liaise with internal departments, including Social Work, Accounts, Care and other relevant service areas, to facilitate appropriate support and referrals for clients.
- Coordinate client appointments, follow-ups and requests for information as required.
- Handle sensitive and confidential client information with discretion, professionalism and respect at all times.
- Establish and maintain appropriate professional boundaries while providing compassionate, client-centred service.
Qualifications and Education Requirements
- Matric (Grade 12) with further administrative training preferred.
- 5–8 years of experience in an administrative or coordination role.
- Proven experience in client-facing roles requiring empathy, discretion, and high emotional intelligence.
Preferred Skills
Technical & Administrative Skills
- Strong administrative, data-entry and information management skills.
- High level of accuracy and attention to detail in data capture, documentation and record keeping.
- Strong document management, filing and record-maintenance capabilities.
- Proficiency in Microsoft Office, particularly Excel, Word and Outlook.
- Ability to learn and effectively utilise case management and other organisational systems.
- Strong organisational and time-management skills, with the ability to manage multiple applications, priorities and deadlines.
Communication & Client Service
- Strong interpersonal and client liaison skills.
- Ability to communicate complex administrative requirements clearly and appropriately.
- Demonstrated ability to deal with sensitive, distressed or frustrated clients with professionalism, empathy and respect.
- Strong conflict-resolution and problem-solving skills.
- Ability to maintain appropriate professional boundaries while delivering compassionate and client-centred service.
Personal Attributes
- Committed to the principles of dignity, compassion, integrity and service.
- Comfortable working in a high-volume environment and managing competing priorities.
- Able to work independently while contributing effectively within a multidisciplinary team.
- Flexible and adaptable to changing policies, procedures, systems and operational requirements.
- Resilient and emotionally mature, with the ability to work effectively in a demanding client-service environment.
- Proactive and solutions-oriented, with a willingness to take ownership of administrative matters.
- Highly organised, reliable and detail-oriented.
- Discreet, trustworthy and committed to maintaining confidentiality.
- Empathetic, respectful and client-focused.
- Excellent verbal and written communication skills.