Client Relations Officer at Absa Group Limited (Absa)

Job Summary

• To deliver customer support services to enhance the customer experience through the execution of predefined objectives as per agreed standard operating procedures (SOPs). Selecting this role has a compensation & benefit impact in Botswana, Kenya. Please contact Reward for details.

Job Description

Key Responsibilities

Client Interaction & Support

• Serve as the first point of contact for clients, addressing inquiries via phone, email, or in-person promptly and professionally.
• Resolve client queries related to account management, trade execution, settlement processes, corporate actions, and other stockbroking-related services.
• End-to-End Query Resolution
• Take full ownership of client issues, ensuring they are resolved efficiently and accurately.
• Coordinate with internal departments (e.g., trading, operations, compliance) to address client needs.

Account Management

• Assist clients with onboarding, account opening, and documentation requirements.
• Provide guidance on platform navigation and ensure clients are fully equipped to trade effectively.

Client Relationship Management

• Build and maintain strong client relationships to enhance client retention and satisfaction.
• Identify opportunities to upsell additional services or products that benefit clients.

Compliance & Risk Awareness

• Ensure adherence to regulatory requirements and company policies in all client interactions.
• Keep abreast of stockbroking industry developments, products, and regulations.

Reporting & Feedback

• Maintain detailed records of client interactions in the CRM system.
• Provide feedback to management on recurring client concerns or suggestions to improve service delivery.

Qualifications & Skills

Educational Background:

• Bachelor’s degree in Finance, Business Administration, or a related field preferred.

Experience:

• Minimum of 2-3 years in a client service or support role within the stockbroking or financial services industry.
• Experience with stock trading platforms and market knowledge is advantageous.

Skills:

• Strong communication and interpersonal skills.
• Problem-solving abilities with a proactive mindset.
• Ability to handle pressure and multitask in a dynamic environment.
• Detail-oriented with excellent organizational skills.
• Proficiency in Microsoft Office Suite and CRM systems.

Education

• Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)