Role Overview:
As a Client Service Officer, you will be pivotal in delivering outstanding service across our trading and investment platforms. You will act as a key contact for traders and investors, offering guidance on stock market investments and OST’s offerings. Your role involves managing client queries, trading activities, and cross-selling bank products to enhance client satisfaction.
Key Responsibilities:
- Provide exceptional client service by keeping abreast of all broker-serviced products.
- Execute trading and investing activities in JSE Equities, SAFEX products, OTC products, and more as per client instructions.
- Educate clients on trading and investment processes.
- Actively cross-sell and promote OST and bank products.
- Respond to client queries efficiently via telephone and JIRA.
- Coordinate with transfer secretaries for share withdrawals and portfolio management.
- Ensure adherence to policies and procedures and manage account closures.
- Maintain positive relationships with internal teams and external partners.
Key Performance Measures:
- Achieve a 90% rating on service evaluations.
- Meet cost and budget expectations.
- Deliver high client satisfaction and effective query handling.
- Generate innovative ideas and reduce operational errors.
- Comply with all regulations and enhance internal and external relationships.
Competencies Required:
- Qualifications: Matric, with a tertiary qualification or progress toward one; FAIS Accredited or studying toward FAIS accreditation.
- Knowledge: In-depth understanding of FICA, broker business, JSE Equities, SAFEX products, OTC products, and related trading instruments.
- Experience: Minimum 3 years of client service experience in a broker environment.
- Technical Skills: Proficiency in MS Office, fair knowledge of BDA/CCM and JIRA applications.
- Personal Skills: Excellent verbal communication, attention to detail, ability to handle pressure, and a client-centric approach.
