Providing exceptional customer support and service to the Company's clients and visitors. The role holder is the primary point of contact for clients seeking assistance, information, or solutions related the services offered by the Company. The role is responsible for ensuring a positive client experience and enhancing client relationships.
Duties and Responsibilities
Serve as the first point of contact for clients, addressing inquiries, resolving issues, and providing information on investment products and services.
Provide clients with information and guidance on various investment products, including equities, fixed income and other products
Assist clients with account inquiries, including balance inquiries, transaction history, and account statements.
Investigate and resolve client complaints and issues, escalating complex problems to the appropriate department when necessary.
Ensure all client interactions are documented in the Company's systems for reference and regulatory compliance.
Adhere to industry regulations, including Know Your Customer (KYC) and Anti-Money
Laundering (AML) requirements, while processing client requests.
Stay informed about changes in industry regulations and ensure clients are informed about relevant updates.
Identify opportunities to cross-sell or upsell investment products and services to clients based on their financial goals and needs.
Generate and maintain reports related to client interactions, account activity, and service performance.
Receive and direct all visitors in the office ensuring they are attended to promptly and professionally.
Maintain the Reception area by keeping it tidy, well lit, comfortable and with all materials for the visitors available at all times
Assist in providing office entry security by ensuring details of visitors who come to the office premises are recorded and such record provided when needed
Support visitors exiting the office by providing exit access and ensuring the check-out requirements are observed
Manage the central phone system by receiving and directing incoming calls and assisting staff with outgoing calls where necessary
Receive, sort and distribute office correspondence and follow up for action where necessary
Any other duty as may be assigned by supervisor or Management from time to time
Requirements
Bachelor's Degree preferably in business related course
Certification by NSE for ATS
CISI Certification – Levels I & II
At least 2 years' experience in a customer-facing role preferably in Investment Banking
Excellent communication skills
Demonstrated ability to handle customer complaints conclusively
Proficiency in using CRM systems