About the Role
The
Call Centre Agent serves
as the primary point of contact for clients, providing information and support
regarding investment products, account services, transactions, and general
inquiries. The role requires delivering exceptional customer service while
ensuring compliance with regulatory requirements and company policies within
the asset management industry.
Primary Responsibilities:
- Handle inbound and outbound client calls professionally and
efficiently.
- Respond to inquiries related to investment products, portfolio
accounts, account balances, transactions, and statements.
- Assist clients with account opening processes, documentation
requirements, and service requests.
- Resolve customer complaints and escalate complex issues to the
appropriate departments.
- Report suspicious activities or compliance concerns to management.
- Provide guidance on transaction procedures, including top-ups,
redemptions, switches and fund transfers.
- Verify client information and ensure proper authentication before
discussing account details.
- Support clients in updating personal information and completing
required documentation.
- Track and follow up on pending customer requests until resolution.
- Maintain detailed records of inquiries, complaints, and resolutions.
- Prepare periodic reports on call volumes, customer feedback, and
service trends.
- Contribute to process improvement initiatives to enhance customer
experience.
- Any other duty as may be given by the Head of Unit Trust –
Operations.
Compliance & Risk
Management
- Adhere to all regulatory requirements, company policies, and data
privacy standards.
- Maintain confidentiality of client information at all times.
- Ensure Know Your Customer (KYC) and Anti-Money Laundering (AML)
procedures are followed when handling customer interactions.
- Maintain up-to-date knowledge of the company’s investment products,
services, policies, and procedures.
Academic & Professional
Qualifications
- Bachelor’s degree from a recognized university.
Experience
- Minimum of 1-year experience in a busy call Centre environment
preferably within the financial services.
How to Apply
