Purpose of the Role

To independently manage high-impact service and complaint cases by acting as a primary point of contact for escalated or specialised client needs, while identifying recurring issues and contributing to improvements in processes, controls, and customer journeys. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

To be responsible for all client contact (telephonic, e-mail and walk-in). This role offers the opportunity to start your career in financial services in a highly respected client services team. Talented graduates, with the determination to make a success of their career, will find this role as the ideal start to a professional career.  This role is based in Cape Town.

Overview of Role Responsibilities (Level 1-13)

Customer Service- Level 4 - Process Expert
Provide a quality service to customers while identifying opportunities to secure new business or support retention. Responsibilities may include processing cases, dealing with complex queries, and investigating and resolving customer problems.

Product/Service Information- Level 4 - Process Expert
Provide advanced product/service information and respond to basic customer questions about the product/service.

Resolving Customer Issues- Level 4 - Process Expert
Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required. Ensures positive customer interactions during the collections process. Supports Ombudsman investigations by coordinating customer information, responding to complaint queries, clarifying account activities, and assisting in resolving service-related concerns.

Customer Relationship Management (CRM) Data- Level 4 - Process Expert
Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.

Customer Relationship Management / Account Management- Level 4 - Process Expert
Make calls (by telephone or in person) to allocated customers to maintain and strengthen existing relationships. Act as a first point of contact for resolving customer queries and complaints.

The following outcomes will be expected to be achieved by the Client Service Consultant Communication Centre:

•    Ensuring that the highest level of client service is provided to all clients (internal, IFA’s and investors)
•    Assisting clients with investment administration queries
•    Providing investment and product information to IFA’s and investors
•    Involved in ad-hoc client services projects

Required Skills

Masters Service Conversations - Intermediate
Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.

Navigates Customer Challenges - Intermediate
Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.

Builds Customer Loyalty - Intermediate
Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability. Typically works with guidance.

Strengthens Customer Connections - Intermediate
Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.

Customer Service Delivery - Intermediate
Works at an intermediate level to deliver required services to customers to the required standards. Typically works with guidance.

Maintains the Relationship - Intermediate
Works at an intermediate level to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works with guidance.

Positive, enthusiastic attitude
Teamwork
Ability to thrive under pressure
Honesty, integrity and respect
Ability to adapt to change

General Experience

Sound experience and understanding of straightforward procedures or systems (Minimum 1 year)
Matric / Grade 12 including Pure Mathematics 
A relevant financial degree / qualification
1 year experience in finance or investment industry advantageous
Exceptional communication skills in English – Written and Verbal

Education

Required Behavioural Competencies