Client Services Intern
Job Ref. No: JAML005
Role Purpose:
- Responsible for delivering an exceptional customer experience
and putting the needs of every customer at the heart of every
decision-making process. Responsible for facilitating efficient client
administration, communication, and document management. The jobholder is
responsible for client correspondences, data capture and document
management to ensure efficiency, timeliness, and effective client
servicing.
Main Responsibilities:
- Implement the customer experience strategy and ensure high
standards of customer service are maintained at each customer contact
point.
- Attend to all customer queries from all channels i.e.,
walk-in, calls, portal and emails.
- Escalate complex queries to the appropriate functional
area.
- Maintain regular internal and external communication on
Customer Service matters.
- Carry out customer document processing including
scanning and indexing new business applications, top ups, withdrawals, and
switches into the system.
- Ensure compliance of customers documents
- Create customers’ accounts in the system and any
subsequent changes to customer data.
- Handle customer complaints and prepare reports and
follow up
- Prepare and dispatch contract notes, statements,
business confirmations/appreciations, withdrawal/switches confirmation.
- Maintain an accurate record of all customer
interactions in CRM through walk-in clients, phone calls, letters, FAs,
emails and other customer interactions.
- Preparation of the customer related reports.
- Follow up and resolve arising member statement issues.
- Contact new clients to confirm receipt of funds,
process flow and product information.
- Carrying out due diligence on the documents received to
change bank account details.
- Clients and Financial advisors’ products and process
education
- In conjunction with the Customer Experience team
conduct customer satisfaction surveys
- Perform any other duties as may be assigned from time
to time.
Key Competencies:
- Excellent communication and interpersonal skills, with
the ability to communicate complex information effectively to both
internal and external stakeholders.
- Strong analytical and problem-solving skills, with the
ability to identify and resolve complex operational issues.
- Proven ability to manage multiple tasks simultaneously
and work under pressure in a fast-paced environment with minimal
supervision.
- Ability to work collaboratively and build relationships
across different departments and external stakeholders.
- Strong attention to detail, accuracy and quality in
work output.
- Drive process improvements and solutions.
- Ability to exercise prudent judgment.
Academic Background and
Relevant Qualifications:
- Bachelor’s degree in finance, Accounting, Economics,
Business Administration, or related fields.
- Professional qualifications such as ACCA, CFA, or CPA
are an added advantage.
- Strong computer skills with proficiency in Microsoft
Office and at least 1 year experience in a similar role.
How to Apply
If you are qualified and seeking
an exciting new challenge, please apply via Recruitment@jubileekenya.com
quoting the Job Reference Number and Position by Friday,
9th June 2023