Reporting to:
Manager: Client Relationship Team

Key Focus:
To offer exceptional personalised service daily to financial advisors, clients, potential investors and internal teams through efficient and effective verbal and written communication on all funds, products and processes.

KEY OBJECTIVES:

Provide support and assistance with all products, services and processes
Provide relevant feedback to management from financial advisors and the marketplace.
Resolve queries from financial advisors, investors/potential investors.
Provide support to the national consultant team, where necessary.
Liaise between the admin department and the investors, financial advisors and the consulting team whenever necessary.
Process all instructions from both financial advisors and investors accurately and within daily cut off times and deadlines.

REQUIREMENTS:

Candidate must have completed, or currently be completing, an undergraduate degree, preferably in commerce/finance.
Unit Trust/Investment background and experience would be an advantage.
Client service experience is essential.
Ability to work as a member of a team.
Excellent verbal and written communication skills are essential.
Must have a good telephone manner.
Candidate must have good administration skills.
Proficiency in Microsoft Excel and Word is necessary.
Ability to function well under pressure and ability to adhere to deadlines is essential as this is a high paced environment.
Candidate must be well organized, be able to prioritize tasks, demonstrate a proactive approach to problems and have the ability to achieve depth of learning and self-development within role.
Candidate must exhibit meticulous attention to detail.

Instructions:
Adhere to all processes and procedures accurately and within the required timeframes
Perform validations on incoming client instructions and ensure that this is done accurately and timeously
Ensure that all requirements are complied with
Confirm receipt of instructions timeously and in a professional manner
Ensure control procedures are adhered to, to prevent errors or admin queries
Ensure instructions are entered into the admin system on time

Pending Instructions:
Manage pending cases as well as client follow ups
Ensure all correspondence is attached to instruction packs and uploaded where necessary

Client Requests:
Attend to all queries from clients, IFA's and internal clients
Respond to queries timeously and diligently so as to meet/exceed client expectations

Calls:
Answer inbound calls timeously
Professional liaison with clients
Responsible for ensuring a positive experience and offering personalised service to callers
Log each call received on the electronic system

Query Management:
Effective query management and resolution
Effective liaison with back office administration
Escalate to team 2IC or Manager where necessary

Complaints Management:
notify 2IC or Manager of complaint immediately
Follow the prescribed Internal Complaints Procedure
Handle the complaint until it is resolved

Project Management:
Contribute to ad hoc projects aimed at streamlining processes
Develop project plan and inform Manager
Manage project, giving regular feedback on status

Back-up functions:
Team back-up
Switchboard cover

Support:
Carry out ad hoc admin duties from time to time
Information or support to Distribution Team

Feedback to Manager:
Draw attention to all errors in a timeous manner
Identify opportunities for efficiencies in processes
Pass on client feedback regarding forms, processes, etc
Offer suggestions to improve client experience