Britam is hiring a Client Service Assistant skilled in omnichannel query resolution, contact center operations, customer records management, and SLA compliance.
Job Purpose:
To
support client service delivery by assisting clients and Financial Advisors
with onboarding, client administration, documentation follow-up, compliance
checks, CRM service requests, client records updates, communication follow-ups
and general service support within agreed standards.
Key Responsibilities:
- Assist walk-in clients, inbound callers, outbound follow-ups, email
enquiries and Financial Advisor support requests in a professional and
timely manner.
- Support client onboarding activities, including account opening
support, account creation follow-up, documentation review and client
administration updates.
- Conduct initial compliance and completeness checks on onboarding
documents, account update requests, KYC information and support client
records before escalation or processing.
- Log, track, update and close client enquiries, complaints, service
requests, change requests and follow up actions in CRM under guidance.
- Update client records, contact details, client profiles, Golden
Record information and service trackers to support accurate client data
management.
- Follow up with clients, Financial Advisors and internal teams on
incomplete documentation, pending compliance requirements, transaction
status updates and outstanding service actions.
- Support migration of individual, joint and corporate client records
onto relevant systems and assist with data clean-up and records quality
improvement activities.
- Escalate unresolved client issues, complaints, documentation
exceptions, compliance gaps and service delays to the Client Service
Officer or Assistant Manager Client Service.
- Prepare routine service updates, call-back lists, onboarding status
summaries, client administration trackers and ad hoc reports as required.
Knowledge, experience and
qualifications required:
- Bachelor’s degree in business, Marketing, Communications, Client
Experience, Finance, Operations Management, or a related field.
- Professional training or progress toward certification in client
service, client experience, CRM, operations, compliance, risk or
investments is an added advantage.
- At least 1-3 years’ relevant experience in client service, client
administration, financial services support, asset management support or
operations administration.
- Exposure to client onboarding, documentation review, KYC support,
CRM service logging, client records updates, call handling or email
support is desirable.
- Good understanding of client confidentiality, service standards,
compliance follow-up, client administration and escalation procedures.
- Working knowledge of Microsoft Office applications, CRM platforms,
client service systems and basic reporting tools.
Technical/ Functional
competencies:
- Basic knowledge of client service operations, including walk-in
service, call handling, email support, outbound follow-ups and Financial
Advisor support.
- Understanding of client onboarding, account creation, client
administration, documentation requirements, KYC support and compliance
checks.
- CRM service request logging, complaints tracking, escalation
follow-up, tracker updating and client records management skills.
- Data clean-up, Golden Record support, contact update management and
system migration support skills.
- Working knowledge of client confidentiality, service standards,
documentation controls and escalation procedures.
- Microsoft Office, CRM platforms, client service systems, records
management and basic reporting skills.
- Good communication, attention to detail, empathy, problem-solving,
teamwork and follow-up skills.
How to Apply
