Customer service, Retail Operations

Customer service, Retail Operations will be responsible for attending to all retail client transactions – account opening, trade execution, cross-selling, up-selling, dematerialization, inter-member transfers, specimen signature capturing, account update, proceeds withdrawal and any other duty assigned.

KEY RESPONSIBILITIES:

• First point of call for all walk-in retail clients in respect of all products and services.
• Receive account opening, and inter-member forms, review and initiate process.
• Responsible for the dissemination of customer client requests/emails to responsible departments.
• Upsell and cross-sell products and services
• Encourage and facilitate client migration to online trading portal.
• Receive and process client trades and withdrawal requests.
• Responsible for follow-up to ensure requests are treated and customers notified accordingly.

SKILL AND KNOWLEDGE REQUIREMENTS:

• Basic understanding of financial products and technology platforms.
• Ability to assist in achieving long term visions balanced with the zeal to contribute significantly to the organization’s drive to execute realistic goals.
• Demonstrated relationship building and management skills.
• Strong active listening skills, consultative style, and excellent verbal and written communication skills.
• Demonstrated customer focus with acute problem solving skills.
• Proficiency in office software suites/packages especially Microsoft Office Suite.

EDUCATION AND EXPERIENCE REQUIRED:

• Degree holder in Business Administration or other related social sciences. Masters or professional certifications in people management; customer relations etc will be added advantage.
• Minimum of 3 years experience in a customer service role in a financial services firm.
• A work background in stockbroking and asset management is critical.