Client Services Consultant at PPS

Ideal experience:

1. 1-2 years’ experience within financial services industry; investments /LISP/ Asset Management environment
2. Knowledge on FICA/FAIS and FATCA legislation requirements and TCF outcomes
3. Knowledge and experience in client services / contact centre environments

Ideal qualifications:

1. Bachelor’s degree or Diploma in Commerce related field essential.

Competencies and ideal personality attributes:

1. Client Centricity
2. Communication skills (written and verbal)
3. Business writing skills
4. Building and maintaining relationships
5. Planning and organizing
6. Attention to detail
7. Resilience
8. Team success
9. Results driven
10. Business acumen

Systems knowledge:

1. MS Office – intermediate level of MS Work & Excel
2. Sales Logix or another comparable CRM application is an advantage

Duties and Responsibilities

Service Delivery

1. Provide client services to Clients /Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services /LISP/Asset Management environment.
2. Handle all client queries and/or complaints (telephonic /written /social media) and resolve issues to completion in a timely manner.
3. Applying technical knowledge and understanding to secure an end-to-end finalization of client requests.
4. Working across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
5. Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
6. Performing investigations where necessary to facilitate problem resolution timeously.
7. Responsible for ensuring that service excellence to Clients /Intermediaries remains within best business practice and standards.
8. Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.
9. Promotion of PPS Investments technology offering.
10. Remain updated and informed on legislative and industry changes.
11. Responding to all enquiries in a professional and timely manner.
12. Liaising with operations support to provide best client experience.
13. Technical understanding of all PPS Investments offerings and the ability to apply that understanding to daily outputs.

Relationship Building and Communication

1. Collaborate effectively across business units to achieve business results.
2. Take up and resolve administrative and service issues that hinder good service delivery.