Client Relationship Co-Ordinator at Discovery Limited

Key Purpose

To increase client loyalty through effective and efficient service to our top supporting clients (Prestige Advisers) by building sound relationships to encourage them to choose Discovery Invest as their preferred service provider.

Areas of responsibility may include but not limited to

• Work closely with the Executive Relationship Managers to ensure exceptional service delivery.
• Ensure service touchpoints across Discovery Invest businesses are of the highest quality as measured internally and externally.
• Drive high level of quality (spoken, written and transactional) while meeting or exceeding service level agreement.
• Receive, evaluate, and timeously respond to enquiries via various servicing channels within a fast paced, pressurised service environment.
• Resolve complex Invest product and process related queries and escalations.
• Deliver positive and seamless customer service during every interaction with the client in a considerate and timely manner.
• Maintain active engagement with clients (Advisers and Business Consultants) and promptly execute on various interaction platforms.
• Research, follow-up and resolve client enquiries and escalations through effective interaction with clients, intermediaries, investors, product specialists, operations areas.
• Take responsibility for managing both reputational and financial risk because of interactions with both internal and external clients.
• Always keep all our stakeholders in the loop.
• Always maintain client confidentiality.
• Ensure accurate processing on special transaction requests within specified service level commitments, across all Invest business units
• Contribute to the achievement of set team targets/objectives.
• Compose thoughtful, personalised telephonic and email responses for a variety of client needs.
• Contribute to the development of a client service strategy that enables a positive client experience and business objectives.
• Contribute to the development of client value proposition (CVP) and client service strategies to ensure operational considerations are incorporated.
• Identify and report process and system failures and enhancements to improve client experience.
• Drive client service delivery goal achievement in line with predefined standards to ensure that clients receive appropriate support and after sales service.
• Build and maintain relationships with clients and internal and external stakeholders.
• Deliver on service level agreements made with clients and internal and external stakeholders to ensure that client expectations are managed.
• Make recommendations to improve client service and fair treatment of clients within area of responsibility.
• Participate and contribute to a culture which builds rewarding relationships, facilitates feedback and provides exceptional client service.
• Actively work towards minimising Profit & Losses and escalations/complaints.
• Drive a culture that guides and directs best practice, fostering an environment of continuous learning, improvement, and cohesiveness.
• Support team by creating lasting relationships, providing superior customer experiences and following correct procedures and processes.
• Enable a learning and growth culture whereby information regarding successes, issues, trends and ideas are actively shared between team members.
• Encourage innovation, change agility and collaboration within the team.
• Actively manage engagement and development.

Personal Attributes and Skills

• Attention to detail
• Team Player
• Self-motivated
• Function well under pressure
• Excellent time management
• Adaptability
• Flexibility
• Ability to communicate at various levels
• Extensive financial services industry knowledge
• Sound knowledge of investment operations processes.
• Knowledge of business-related rules and regulations.
• Knowledge of relevant regulatory and compliance requirements.
• Relevant product knowledge.
• Knowledge of complaints handling processes and procedures.
• Planning skills
• Complaints handling skills

Education and Experience

• Matric / Grade 12
• BCom Degree or equivalent
• Relevant industry related qualification (advantageous)
• Minimum 3 – 5 years’ experience in the Investment industry (essential)
• A keen understanding of all legislation affecting Financial Advisers
• Exposure to a client service environment with proven knowledge of customer service principles and practices

EMPLOYMENT EQUITY   
                             
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.