Client and Participant Support Associate at Catch

Role purpose

• Support clients and ongoing administration on the client platform, while handling inbound participant calls and tickets related to awards, vesting, exercises, portal access, and plan communications.
• Partner with internal teams and appointed brokers to ensure accurate processing, clear guidance, and great participant experiences.

KEY RESPONSIBILTIES

Client Management

• Learn and apply the platform plan functionality to onboard new clients and migrate client data under standard operating procedures.
• Set up award issuance and exercise processes; coordinate with appointed brokers to ensure seamless trading and settlements.
• Configure client portals, templates, and schedules; support client training and adoption.
• Capture, validate, and maintain client master data and plan rules with high attention to detail. Participant support (call/email handling)
• Receive and resolve inbound calls and tickets from plan participants across regions, following identity verification and documented scripts.
• Assist with portal access, password resets, and authentication issues.
• Provide navigation support and guidance on portal features and self-service.
• Explain award information and plan mechanics; provide clarity on vesting outcomes, schedules, and settlement status.
• Guide participants on exercises and transactions (including those routed through brokers), without providing financial, tax, or investment advice.
• Provide or route requests for statements, documents, notifications, and plan communications.
• Schedule and dispatch automated plan communications (reminders for vestings, elections, exercises, and other milestones) per approved templates.
• Track interactions in the ticketing/CRM system; escalate time sensitive or complex issues per the escalation matrix. Client management and service quality.
• Build strong working relationships with client administrators; respond to queries and collaborate to resolve issues within agreed SLAs.
• Prepare standard reports, maintain FAQs, call scripts, and process documentation.
• Provide structured feedback on recurring issues to improve product, processes, and participant communications.

What you won’t do:

• Provide financial, tax, or investment advice to participants or clients.
• Perform IFRS 2 technical accounting or valuations beyond platform-supported outputs and documented guidance.

Requirements:

• Education: Bachelor’s degree preferred (e.g., Business, Commerce, HR, Operations, or related).
• Excellent verbal and written communication; confident and courteous phone presence.
• Strong attention to detail and documentation discipline.
• Proficient with spreadsheets, ticketing/CRM tools, and productivity software.
• Ability to explain moderately complex processes in simple, non-technical language.
• Comfortable working to response/resolution SLAs and handling a live call queue.
• Work hours: Willingness to work outside South African business hours and on a rotating shift to support global time zones, including occasional public holidays aligned to client jurisdictions.

Knowledge / Experience in the following areas will be beneficial but not required:

• Equity plan exposure is advantageous but not required.
• Exposure to equity compensation, brokerage processes, or HRIS integrations.
• Experience in a contact center, service desk, or client onboarding environment.
• Basic familiarity with data imports, CSV/Excel templates, and quality checks.