Job Description

Location: Johannesburg - Sandringham
Position Type: Full Time - Fixed Term

Purpose of the Job

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To serve as a central administrative support within the Financial Aid Assessments team, ensuring professional and empathetic client interactions, efficient processing of applications, and compliance with organisational policies. The role requires a balance of strong administrative skills and compassionate client service, supporting vulnerable individuals and families through the financial aid assessment process.

Role and Responsibilities

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CLIENT INTERACTION & SUPPORT

Serve as the first point of contact for clients applying for financial aid. Engage with clients in a respectful, empathetic, and culturally sensitive manner. Guide clients through documentation requirements and explain assessment procedures. Handle sensitive or confidential information discreetly and respectfully. Schedule and coordinate client engagement and follow-ups whenever necessary.

ADMINISTRATIVE OPERATIONS

Maintain accurate, up-to-date records of all client interactions and application statuses. Input and update data into the case management system. Ensure all documentation is properly verified and filed. Track application progress and follow up on outstanding information. Support analysts by preparing applications for review.

ASSESSMENT SUPPORT

Assist the Analysts in gathering, validating, and formatting data required for eligibility decisions. Flag inconsistencies or incomplete submissions for follow-up and engage with and support the clients to achieve a complete submission. Participate in periodic reviews of applications and provide status updates to clients or internal teams. Assist clients with admin-related or inter-organisational service referrals.

COMMUNICATION & COORDINATION

Liaise with internal departments including social work, accounts, and care teams to support client needs. Communicate updates or changes to clients as directed. Maintain open lines of communication with clients, managing expectations and ensuring clarity on timelines

Qualifications and Education Requirements

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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

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Strong data entry, document handling, and file management. Proficiency in Microsoft Office Suite (Excel, Word, Outlook). Excellent organisational skills and attention to detail. Excellent verbal and written communication. Able to maintain professional boundaries while delivering compassionate service. Conflict resolution and problem-solving abilities in client interactions. Able to work independently while collaborating with a multidisciplinary team. Comfortable with deadlines, multitasking, and high-volume caseloads. Flexible and adaptable to evolving policies and systems. Empathetic and client-centered. Discreet and trustworthy. Proactive and solutions-oriented. Resilient and emotionally mature. * Committed to the values of dignity and service.