External Vacancy: Service Consultant

Reference no: SC0306

An exciting position has become available based in Gauteng. Suitably qualified applicants who possess the requirements listed below are encouraged to apply. SAMWUMED is committed to transformation in Southern Africa.

Job Purpose:

 The Service Consultant plays a critical role in delivering high-quality, face-to-face support to SAMWUMED members at designated onsite locations. The incumbent is responsible for providing comprehensive, first-time resolution for a wide range of member queries relating to claims, benefits, membership, and contributions. This role requires a service-driven professional with excellent interpersonal skills and a strong focus on ensuring a seamless and positive member experience through proactive problem-solving, accurate information provision, empathetic service, and professional integrity.

Key Responsibilities:

Member Interaction and Query Resolution

• Onsite servicing of members by serving as the first point of contact for SAMWUMED members seeking assistance with membership, claims, and benefit-related queries.
• Apply up-to-date knowledge and training to resolve queries at first contact, minimising the need for escalation or repeat visits.
• Provide accurate information regarding the Scheme’s policies, processes, and benefit structures.
• Capture all interactions, updates, and outcomes accurately in the Scheme’s system and reporting tools.

Member Education and Awareness

• Educate members via face-to-face engagements and digital channels (calls, emails, WhatsApp, or online tools).
• Guide members through claim submissions, benefit explanations, membership and contributions processes using clear, accessible language.
• Promote awareness of SAMWUMED benefits, wellness programmes, and other member support initiatives during interactions

Member Support and Escalations

• Prioritise and escalate matters that cannot be resolved at first contact to relevant departments, ensuring members are kept informed of progress and timelines.
• Monitor the end-to-end resolution of member cases requiring escalation
• Provide member feedback and insights to management, flagging recurring issues or pain points for improvement.
• Assist with the resolution of member complaints, maintaining professionalism and confidentiality.
• Proactively reach out to follow up on unresolved or pending cases to ensure closure and satisfaction.

Administration Support

• Facilitate the collection and verification of documents required for membership updates, claims, and benefit applications.
• Ensure documentation complies with internal process and regulatory requirements.

Continuous Training and Development

• Participate in ongoing training and upskilling sessions to maintain expertise in Scheme rules, benefits, systems, and customer service best practices.
• Stay up to date on changes to Scheme benefits, rules and industry trends.

Stakeholder Management

• Build and maintain strong relationships with employer groups and HR departments.
• Act as a liaison between members and Scheme departments (Claims, Membership, Contributions) to ensure resolution to member queries.

Minimum Requirements:

Education/Qualifications / Experience:

• Matric (Grade 12)
• Relevant tertiary qualification in Healthcare Administration or Customer Service or related field – Preferred
• Training in customer service or claims processing advantageous

Experience and Attributes

• Proven experience in a customer service, medical aid, or healthcare environment is highly desirable.
• Experience with SAMWUMED or similar medical aid schemes will be advantageous.
• Demonstrated ability to resolve queries effectively in a face-to-face setting.
• Professionalism and strong work ethic.
• Willingness to learn and take initiative.
• Excellent organizational skills and ability to multitask.
• Integrity and respect for confidentiality.
• Ability to work independently and under pressure.
• Commitment to member care and excellence in service delivery.

Capabilities:

• Customer-Centric Mindset: Demonstrates empathy, and professionalism in all member interactions
• Communication skills: Excellent written and verbal communication in English; multilingual skills are advantageous
• Analytical skills: Ability to assess member queries, verify documents, and recommend or apply effective solutions
• Problem solving: Adept at analysing situations and providing accurate, practical resolutions on the spot
• Quality Assurance: Strong attention to detail to ensure data accuracy and confidentiality, particularly in handling member and claims information
• Technical Proficiency: Proficient in MS Office (Word, Excel, Outlook) and comfortable using digital systems, databases, and communication tools
• Interpersonal skills: Builds trust and rapport with members, employers, and team members with professionalism and empathy
• Adaptability: Open to learning and able to adjust to changes in Scheme rules, benefits, or processes
• Professional Integrity: Adheres to SAMWUMED policies, procedures, and regulatory requirements at all times

Persons interested in applying for the above position are requested to forward a comprehensive CV to recruitment@samwumed.org. Persons with disabilities are encouraged to apply.

The Closing date for applications is Friday, 20 March 2026

The Scheme reserves the right not to make an appointment. Should you not hear from us within two weeks of the closing date, please regard your application as unsuccessful.

Disclaimer: 

Your personal data submitted will be dealt with on a strictly confidential and discreet basis and processed in relation to this job application and will be stored and processed securely in accordance with our data information policy and procedures. By submitting an application, you agree to your data being used, stored and processed for the purpose of recruitment.