Healthcare Member Support Agent - (Afrikaans speaking)

Location:

Johannesburg

Type of employment

Full-time

About Us

NMG Benefits provides consulting, actuarial and administration expertise in the healthcare and retirement fund environments, and this extends to financial planning for individuals. This allows NMG to provide an end-to-end solution across the healthcare, retirement fund and financial planning needs of employers and their employees.

NMG Benefits is a subsidiary of the NMG Group, a global advisory and intermediary services firm with over 35 years’ experience. Our purpose is to find a better way by always putting the member first by providing independent, strategic consulting services.

Our international presence makes us capable of providing in-depth analytical intelligence to our clients, while our NMG benefits team is designed to provide a personalised service.

At NMG we have been placed in a position of privilege and trust to manage the well-being of our client’s financial futures. We are proud that more than 50 blue chip South African companies trust our advice and implement our recommendations.

Role Overview

As a Health Care Member Support Agent at NMG Benefits, you will be the first point of contact for members seeking assistance with their medical aid, gap cover, and other health-related benefits. Your role is to provide empathetic, accurate, and efficient support, ensuring a seamless and informed member experience while navigating their health care options. You will act as a trusted advisor, demonstrating in-depth knowledge of healthcare offerings and delivering service that reflects NMG’s commitment to excellence and care.

Duties & Responsibilities

• Customer Engagement
  • Handle inbound calls, emails, and other communication channels professionally and promptly.
  • Deliver friendly, helpful, and tailored service to each member, ensuring a positive interaction at every touchpoint.
• Problem Solving & Resolution
  • Identify member needs accurately and offer appropriate guidance or solutions.
  • Resolve issues efficiently or elevate complex matters to relevant departments, ensuring end-to-end resolution.
• Effective Communication
  • Follow communication guidelines or scripts where required while adapting to individual needs.
  • Convey benefit information clearly, in plain language, with empathy and professionalism.
• Documentation & Data Accuracy
  • Capture all member interactions in the CRM system with attention to detail.
  • Maintain up-to-date and accurate records of queries, resolutions, and follow-ups.
• Performance & Quality Management
  • Consistently meet or exceed key performance metrics (e.g., resolution time, customer satisfaction, first-call resolution).
  • Participate in regular performance reviews and training updates.
• Escalation & Issue Management
  • Escalate unresolved issues, fraud indicators, or service gaps appropriately.
  • Follow up on escalations to ensure timely feedback and resolution and provide regular feedback to the member on the status of their query.
• Knowledge & Compliance
  • Maintain an up-to-date understanding of medical schemes, gap cover, insurance products, and regulatory requirements.
  • Adhere to POPIA and other data protection laws when handling member information.

Experience

• Minimum 1-2 years’ experience in a customer service or call centre environment.
• Prior experience in health care administration, medical aid schemes, or insurance is strongly preferred.

Skills

• Technical: CRM and call centre software proficiency
• Cognitive: Analytical thinking and problem-solving
• Communication: Clear verbal and written communication; active listening
• Emotional Intelligence: Empathy, patience, and ability to remain composed under pressure
• Teamwork: Collaborative approach and willingness to support colleagues
• Attention to Detail: Accuracy in data entry and documentation

Qualifications

• Minimum requirement Matric / Senior Certificate
• Certification or short courses in customer service or call centre operations will be advantageous
• Preferably a diploma or degree in Customer Service, Business Administration, or a related field

Work Environment & Conditions

Office-based role

Why Join NMG Benefits?

At NMG, we are passionate about helping people make the most of their health and wellness benefits. You’ll be part of a dynamic, purpose-driven team that values integrity, compassion, and excellence in everything we do. We’re committed to your professional growth, offering opportunities to learn, develop, and advance your career within a supportive and innovative environment.

The NMG SA Group of Companies are authorised financial service providers t/a NMG Benefits

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