Client Excellence Graduate at Coronation Fund Managers

The successful graduates will be placed in either of the following contact centre units:

• Client Services (see description of duties below)
• Validations (see description of duties below)

Duties and Responsibilities    
Client Services:

• Handle incoming calls and/or emails
• Handle unit trust, retirement, and life product queries
• Liaise with clients re investment options and product information (Walk-in clients)
• Deal with adviser queries via email
• Deal with Link Investment Service Provider queries via email
• Meet team service level targets and call/email handling quotas
• Follow up on returned e-mails and post to maintain accurate client data records
• Maintenance of relationships and commission arrangements with advisers
• Maintenance of documentation in respect of Anti Money Laundering legislation and other static client data as required from time to time
• Deal with Third Party Administrator to resolve client queries
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow- up to ensure resolution
• Support clients in the Coronation Online Services secure environment
• Update information on our CRM system
• Recognize service delivery failures and log errors with the correct parties
• General query resolution
• Navigate the workflow system

Validations:

• Validation for retirement, local and foreign unit trust products
• Advisor application processing for both retirement and unit trust products
• Ensure that each broker is licensed to sell our products
• Telephonic confirmation with clients of certain transactions
• Management of documentation in respect of FICA & FAIS legislation and other static client data
• Ensure our client and intermediaries comply with FICA and FAIS at all times
• Management of internal relationships to ensure prompt client response
• Constant liaising with administrator/admin support and internal client service consultants
• Ensure clients investments are processed timeously and correctly
• Follow up on outstanding requirements from clients and intermediaries
• Ensure our Retirement clients comply with the Regulation 28
• Manage the workflow system and update client information on the CRM system
• Responsible to ensure that all client documentation is stored electronically
• Coordination of Section 14 and Section 37 transfers
• Follow up with all pending cases
• General query resolution

Ideal Experience    

• This is a graduate opportunity.

Ideal Qualifications    

• A completed Bachelor’s Degree in accounting, finance, business science, economics, law, investment management or related fields

Most Important Attribute    

• Good communication skills: fluent in 2 South African languages (Afrikaans, highly advantageous)
• Client centric
• Hungry to learn
• Natural problem solver
• Responsible and accountable
• Passionate about investments
• Accuracy and attention to detail
• Flexible with an “I can” mentality
• Able to work independently as well as part of a team
• Systems Knowledge    
• MS Office – Outlook, Excel and Word
• Knowledge of the Salesforce system would be an advantage