Client Liaison Officer | Fidelity Services Group

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Client Liaison Officer Vacancy at Fidelity Services Group (FCS Hermanstad) – Pretoria, Gauteng

Fidelity Services Group is inviting applications for a Client Liaison Officer position within its Fidelity Cash Solutions (FCS) division based in Hermanstad, Pretoria. This permanent opportunity is ideal for experienced professionals with a background in client service, cash processing, investigations, administration, and the security industry.

The successful candidate will play a key role in maintaining client satisfaction, investigating cash processing discrepancies, coordinating incident management, and ensuring compliance with company procedures and contractual obligations.

Job Details

  • Position: Client Liaison Officer
  • Company: Fidelity Services Group
  • Division: Fidelity Cash Solutions (FCS)
  • Location: Hermanstad, Pretoria, Gauteng
  • Job Type: Permanent
  • Employment Level: Mid-Senior
  • Industry: Security & Investigations
  • Department: Cash Processing Operations
  • Reporting To: Branch Manager / Regional Manager
  • Closing Date: 18 July 2026

About Fidelity Cash Solutions

Fidelity Cash Solutions, a division of Fidelity Services Group, provides secure cash management services to businesses throughout South Africa. The division specialises in cash collection, processing, verification, ATM services, and cash logistics while maintaining high standards of security, compliance, and customer service.

Purpose of the Position

The Client Liaison Officer is responsible for ensuring that all client deposits are accurately processed and balanced according to contractual agreements. The role also focuses on investigating shortages or overages, managing client communication, maintaining operational records, and supporting continuous improvement within the cash processing environment.

Main Responsibilities

The successful candidate will be expected to:

  • Handle client enquiries professionally and within agreed turnaround times.
  • Build and maintain positive relationships with clients.
  • Investigate all cash deposit discrepancies and variances.
  • Prepare accurate incident and investigation reports.
  • Communicate investigation outcomes to clients.
  • Download, save and review CCTV footage relating to incidents.
  • Monitor teller performance through video reviews.
  • Provide constructive feedback and coaching to tellers.
  • Recommend process improvements where weaknesses are identified.
  • Escalate operational risks to management.
  • Maintain records of counterfeit notes and submit required documentation to Head Office.
  • Assist with insurance claim documentation.
  • Maintain organised filing systems for investigations and reports.
  • Compile daily operational statistics and reports.
  • Perform additional administrative duties when required.

Key Performance Areas (KPAs)

  • Effective investigation of all deposit variances.
  • Accurate completion of incident reports.
  • Timely communication with clients.
  • Proper documentation and record keeping.
  • Reporting differences exceeding R200 to management.
  • Monitoring CCTV system functionality.
  • Reporting faulty cameras and surveillance equipment.
  • Maintaining compliance with company procedures.
  • Supporting operational excellence and customer satisfaction.

Minimum Requirements

Applicants should have:

  • Grade 12 (Matric) or NQF Level 4 qualification.
  • Valid PSIRA Grade C Registration.
  • At least 3 years’ relevant experience in a similar environment.
  • Strong Microsoft Office skills (Word, Excel and Outlook).
  • Knowledge of security industry legislation and compliance requirements.

Preferred Experience

Candidates with experience in any of the following areas will have an advantage:

  • Cash processing
  • Banking operations
  • Cash centre administration
  • Client service
  • Investigations
  • Reconciliation
  • Security operations
  • Financial administration
  • Risk management

Required Skills

  • Excellent verbal and written communication.
  • Strong customer service orientation.
  • Professional telephone etiquette.
  • Excellent report writing skills.
  • High attention to detail.
  • Strong organisational abilities.
  • Time management skills.
  • Problem-solving ability.
  • Negotiation skills.
  • Computer literacy.
  • Ability to work under pressure.

Personal Attributes

Fidelity Services Group is looking for candidates who are:

  • Honest and trustworthy.
  • Professional in appearance and conduct.
  • Reliable and dependable.
  • Self-motivated.
  • Analytical.
  • Confidential when handling sensitive information.
  • Team-oriented.
  • Adaptable and flexible.
  • Willing to work overtime when operationally required.

Working Environment

The successful candidate will work in a fast-paced cash processing environment where accuracy, confidentiality, compliance, and customer service are essential. Daily interaction with operational staff, management, clients, and Head Office forms an important part of the role.

Career Benefits

Working for Fidelity Services Group offers employees:

  • Permanent employment.
  • Exposure to one of South Africa’s leading security companies.
  • Opportunities for career growth and internal promotion.
  • Ongoing training and professional development.
  • Experience within the country’s largest cash management operations.
  • A professional and supportive working environment.

Employment Equity

Fidelity Services Group is committed to Employment Equity. Preference will be given to suitably qualified candidates in line with the company’s transformation policy. Historically Disadvantaged Individuals, particularly Black Female candidates, are encouraged to apply.

Application Outcome

If you do not receive feedback within 10 working days after the closing date, please consider your application unsuccessful.

Apply Here