Location: Nairobi
Role
Summary
To deliver exceptional client and administrative
support for both Unit Trust and Pension products by ensuring seamless
coordination between Lofty-Corban Investments Limited (Fund Manager), CPF
Financial Services (Administrator), and clients.
The role ensures accurate client records, compliant
onboarding, timely query resolution, and reliable support to both the sales and
investment teams — thereby enhancing client satisfaction, retention, and
operational excellence.
Key Duties and Responsibilities
Client Relationship and Service Management
- Serve as the first point of contact for clients
across phone, email, WhatsApp, and walk-in channels, providing accurate
information and timely support.
- Facilitate client onboarding for both Unit Trust
and Pension products, ensuring KYC completeness, form validation, and
compliance with CMA and RBA requirements.
- Maintain real-time, accurate client data across
fund administration and CRM systems, ensuring consistency between
Lofty-Corban and CPF Financial Services records.
- Proactively update clients on transaction and
account status, maintaining transparency and confidence.
- Resolve client issues promptly, escalating
complex cases to the Senior Manager, Fund Administration.
- Prepare and distribute client statements,
confirmations, and periodic performance summaries in collaboration with
the Fund Admin team.
Pension Administration Coordination
- Liaise with CPF Financial Services on pension
member registrations, contributions, withdrawals, benefit payments, and
transfers.
- Track submission of contribution schedules and
ensure accurate posting to member accounts.
- Support the generation and reconciliation of
pension reports between the Administrator and Fund Manager.
- Monitor compliance with RBA reporting timelines
and maintain pension documentation (Trust Deeds, policies, resolutions).
- Maintain confidentiality and data integrity in
all member and employer records.
Investment and Sales Support
- Support the Sales and Relationship Management
teams with client account setup, product information, and transaction
follow-up.
- Prepare investment summaries, performance
dashboards, and client insights for sales and marketing purposes.
- Coordinate inter-departmental communication
between Sales, Investments, and Fund Administration to ensure synchronized
client service delivery.
- Track and report client servicing metrics and
feedback to management for continuous improvement.
Compliance, Reporting and Documentation
- Conduct first-level checks on client documents
to ensure compliance with AML/KYC, FATCA, and data-protection standards.
- Assist in preparing periodic reports for
Trustees, Custodians, and Regulators (CMA, RBA).
- Maintain structured filing (digital and
physical) for all client correspondence and transaction records.
- Support audits by compiling relevant operational
and client-level data.
Operational Excellence and Continuous Improvement
- Monitor and document client feedback to identify
service gaps and propose improvements.
- Participate in process automation and CRM
enhancement projects to improve efficiency.
- Ensure adherence to internal service level
standards (SLAs) for client responsiveness and turnaround time.
- Promote teamwork, professionalism, and
operational discipline within the department.
Qualifications
and Experience
- Bachelor’s Degree or Diploma in Finance,
Business Administration, Customer Service, or related field.
- 2–4 years’ experience in client service, pension
administration, or investment operations within a regulated financial
institution.
- Understanding of Unit Trusts, Pension Schemes
(Umbrella, IPP, Segregated, IDD), and CMA/RBA regulatory frameworks.
- Proficiency in CRM systems, Fund Administration
software (e.g., Unit Master, Fund Master), and Microsoft Office Suite
(Excel, Word, PowerPoint).
- Strong communication, analytical, and
problem-solving skills.
Core Competencies
- Excellent client communication and interpersonal
skills.
- Strong organizational and administrative
ability.
- Analytical thinking and attention to detail.
- Commitment to professionalism, confidentiality,
and ethical conduct.
- Team player with a service-oriented mindset.
- Adaptability and learning agility in a dynamic
environment.
How to
Apply
If you are up to the challenge and possess the
necessary qualifications and experience, please send your CV only quoting the
job title in the email subject (Client Service Officer) to hr@loftycorban.com before 29th January 2026
NB: Only shortlisted candidates will be contacted. If
you do not receive any communication from us within two weeks of your
application, kindly consider your application unsuccessful. We appreciate your
interest and thank you for applying
