Summary
Date Posted: Tuesday, June 06 2023, Base Salary: Not Disclosed

JOB DETAILS:

Job Ref. No: JAML005

Role Purpose:
• Responsible for delivering an exceptional customer experience and putting the needs of every customer at the heart of every decision-making process. Responsible for facilitating efficient client administration, communication, and document management. The jobholder is responsible for client correspondences, data capture and document management to ensure efficiency, timeliness, and effective client servicing.

Main Responsibilities:
• Implement the customer experience strategy and ensure high standards of customer service are maintained at each customer contact point.
• Attend to all customer queries from all channels i.e., walk-in, calls, portal and emails.
• Escalate complex queries to the appropriate functional area.
• Maintain regular internal and external communication on Customer Service matters.
• Carry out customer document processing including scanning and indexing new business applications, top ups, withdrawals, and switches into the system.
• Ensure compliance of customers documents
• Create customers’ accounts in the system and any subsequent changes to customer data.
• Handle customer complaints and prepare reports and follow up
• Prepare and dispatch contract notes, statements, business confirmations/appreciations, withdrawal/switches confirmation.
• Maintain an accurate record of all customer interactions in CRM through walk-in clients, phone calls, letters, FAs, emails and other customer interactions.
• Preparation of the customer related reports.
• Follow up and resolve arising member statement issues.
• Contact new clients to confirm receipt of funds, process flow and product information.
• Carrying out due diligence on the documents received to change bank account details.
• Clients and Financial advisors’ products and process education
• In conjunction with the Customer Experience team conduct customer satisfaction surveys
• Perform any other duties as may be assigned from time to time.

Key Competencies:
• Excellent communication and interpersonal skills, with the ability to communicate complex information effectively to both internal and external stakeholders.
• Strong analytical and problem-solving skills, with the ability to identify and resolve complex operational issues.
• Proven ability to manage multiple tasks simultaneously and work under pressure in a fast-paced environment with minimal supervision.
• Ability to work collaboratively and build relationships across different departments and external stakeholders.
• Strong attention to detail, accuracy and quality in work output.
• Drive process improvements and solutions.
• Ability to exercise prudent judgment.

Academic Background and Relevant Qualifications:
• Bachelor’s degree in finance, Accounting, Economics, Business Administration, or related fields.
• Professional qualifications such as ACCA, CFA, or CPA are an added advantage.
• Strong computer skills with proficiency in Microsoft Office and at least 1 year experience in a similar role.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

Job application procedure
If you are qualified and seeking an exciting new challenge, please apply via Recruitment@jubileekenya.com  quoting the Job Reference Number and Position by Friday, 9th June 2023

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