Client Service Executive at Zamara Kenya

Roles and responsibilities

• Achieving Zamara’s ambitious strategic priorities will be complex and challenging. Its continued success will be dependent on building and retaining a world-class team.
• The Client Service Executive will offer efficient and effective client service in order to drive client satisfaction and client retention.

In more detail, the areas of responsibility include:

Business Development/Onboarding Support

• Supporting and working with the client service team.
• Administering new client pensions, investment and insurance contracts.
• Ensure smooth client onboarding and handover to the team.

Client Relationship Management

• Servicing existing client arrangements.
• Taking calls and messages from clients and passing them to the responsible team member.
• Dealing with pension scheme/umbrella fund complaints, disputes, general inquiries and respondence from members, advisers, trustees, fund managers and communicating with them appropriately.
• Ensure timely response to all queries and management of client expectations.

Operational efficiency

• Checking the daily work schedule to follow up and complete given tasks.
• Prioritize a busy workload, ensuring to meet set deadlines.
• Assist advisors in preparing for meetings by gathering relevant paperwork.
• Escalate client complaints.
• Capture client meeting minutes and file notes to ensure there is common understanding of client needs/expectations/advisory.
• Assist in implementing the agreed SLAs to drive cross selling, up selling and client retention.
• Effectively liaise with product providers and partners.
• Ensuring excellent attention to detail is taken when writing letters/financial documentation.
• Work on Microsoft excel daily including utilizing graphs, macros and formulas.
• Other ad hoc projects duties for the team.

Record Management

• Maintaining member records.
• Verification of data.

Experience and personal qualities

The following experience is preferred:

• Bachelor’s degree in a business-related course.
• Minimum of 1 years’ experience in client service support.
• Good knowledge of Zamara retail solutions and products.
• Proactive and uses initiative.
• Relationship building & networking skills.
• Excellent oral & written communication skills.

The following personal qualities are preferred:

• Assertive
• Ability to manage expectations.
• Self-awareness
• Resilient
• Interpersonal relationship
• Problem Solving