Role Purpose
- The Customer
Experience Intern is responsible for supporting the delivery of
exceptional client experiences by assisting in client inquiry resolution,
engagement initiatives, and feedback analysis to enhance client
satisfaction and loyalty. This role focuses on supporting client
onboarding, documenting interactions, and contributing to process
improvements to strengthen JAML’s client-centric culture. The intern will
gain practical experience in client relationship management and contribute
to positioning JAML as a leader in wealth and institutional management
solutions. This position reports to the Customer Experience Manager and
works closely with the Customer Experience, Business Development, and
Portfolio Management teams.
Responsibilities
Strategic
and Business Development Functions:
Client Engagement and Support
- Assist in
responding to client inquiries regarding investment products, account
management, and service processes, ensuring timely and accurate support.
- Support the
execution of client engagement initiatives, including onboarding sessions,
product updates, and feedback surveys, to enhance client satisfaction.
- Collaborate
with Business Development and Portfolio Management teams to ensure
seamless client experiences during onboarding and ongoing interactions.
Documentation
and Feedback Management
- Document client
interactions and feedback using CRM systems (e.g., Salesforce) to maintain
accurate records for audit and follow-up purposes.
- Assist in
resolving client issues and managing suspense accounts under supervision
to uphold service quality.
- Support the
preparation of client communication materials, such as product guides or
newsletters, to promote engagement.
Process
Improvement and Analysis
- Analyze client
feedback to identify trends and opportunities for improving customer
experience and service delivery.
- Contribute to
process improvement initiatives by providing insights from client
interactions and supporting the implementation of digital tools.
- Assist in
streamlining client interaction workflows to enhance operational
efficiency.
Compliance
and Governance
- Ensure all
client interactions and documentation comply with relevant regulatory
frameworks (Capital
- Markets
Authority, Data Protection Act) and internal audit standards.
- Maintain
accurate and comprehensive records of client engagement activities to meet
audit, reporting, and quality assurance requirements.
Qualifications
& Experience
- Client-Centric
Focus: Strong commitment to delivering exceptional client experiences and
building trust.
- Communication
Skills: Excellent written and verbal communication skills for engaging
clients and collaborating with teams.
- Analytical
Thinking: Ability to analyze client feedback and identify actionable
insights for improvement.
- Attention to
Detail: Precision in documenting interactions and ensuring compliance with
procedures.
- Stakeholder
Collaboration: Proven ability to work effectively with cross-functional
teams to achieve customer experience objectives.
- Adaptability:
Eagerness to learn and adapt to new tools, processes, and industry
trends.
- Ethical
Conduct: High standards of integrity, confidentiality, and professionalism
in handling client data and interactions.
Education
Requirements:
- Bachelor’s
Degree in Business Administration, Finance, Marketing, Customer Service,
or a related field from a recognized university.
- Coursework or
certifications in Customer Service, Finance, or Investment Management is
an added advantage.
Relevant
Experience:
- 6-months of
work experience required; previous internships, volunteer work, or
projects in customer service, financial services, or client engagement is
a plus.
- Familiarity
with CRM systems (e.g., Salesforce) and Microsoft Office (Excel, Word,
PowerPoint) is desirable.
- Exposure to
financial services, insurance, or asset management sectors through
coursework or projects is an advantage.
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 25th May 2025. Only shortlisted
candidates will be contacted.
