Client Service Assistant at Britam

Job Purpose:

• To support client service delivery by assisting clients and Financial Advisors with onboarding, client administration, documentation follow-up, compliance checks, CRM service requests, client records updates, communication follow-ups and general service support within agreed standards.

Key responsibilities:

• Assist walk-in clients, inbound callers, outbound follow-ups, email enquiries and Financial Advisor support requests in a professional and timely manner.
• Support client onboarding activities, including account opening support, account creation follow-up, documentation review and client administration updates.
• Conduct initial compliance and completeness checks on onboarding documents, account update requests, KYC information and support client records before escalation or processing.
• Log, track, update and close client enquiries, complaints, service requests, change requests and follow up actions in CRM under guidance.
• Update client records, contact details, client profiles, Golden Record information and service trackers to support accurate client data management.
• Follow up with clients, Financial Advisors and internal teams on incomplete documentation, pending compliance requirements, transaction status updates and outstanding service actions.
• Support migration of individual, joint and corporate client records onto relevant systems and assist with data clean-up and records quality improvement activities.
• Escalate unresolved client issues, complaints, documentation exceptions, compliance gaps and service delays to the Client Service Officer or Assistant Manager Client Service.
• Prepare routine service updates, call-back lists, onboarding status summaries, client administration trackers and ad hoc reports as required. 

Knowledge, experience and qualifications required:

• Bachelor’s degree in business, Marketing, Communications, Client Experience, Finance, Operations Management, or a related field.
• Professional training or progress toward certification in client service, client experience, CRM, operations, compliance, risk or investments is an added advantage.
• At least 1-3 years’ relevant experience in client service, client administration, financial services support, asset management support or operations administration.
• Exposure to client onboarding, documentation review, KYC support, CRM service logging, client records updates, call handling or email support is desirable.
• Good understanding of client confidentiality, service standards, compliance follow-up, client administration and escalation procedures.
• Working knowledge of Microsoft Office applications, CRM platforms, client service systems and basic reporting tools.