Client Service Executive

SKM Africa is a company operating in the investment and wealth management sector, providing a range of financial products and services to its clients.

The Client Service Executive is crucial for fostering robust client relationships and delivering an exceptional client experience across SKM Africa's diverse investment and wealth management products. This involves understanding client needs, providing timely support, and coordinating various client-related processes from onboarding to transaction support. The role also emphasizes upholding high service standards, ensuring compliance, and collaborating with internal teams to enhance operational efficiency and client satisfaction.

1. Develop and maintain strong professional relationships with clients, proactively identifying their needs and service requirements.
2. Serve as the primary contact for clients, providing prompt and accurate responses to inquiries and requests.
3. Maintain a comprehensive understanding of the company's products, services, processes, and client service standards.
4. Provide clients with regular updates and relevant information regarding their investments, accounts, and transactions.
5. Identify potential client service issues and ensure their timely resolution or escalation.
6. Coordinate client onboarding for various investment products, including Money Market Funds, Equities, Pensions, Local Fixed Income, and International Investment Products.
7. Ensure accurate capture, maintenance, and updating of client documentation and information in compliance with company and regulatory requirements.
8. Maintain accurate and current client and investment records.
9. Coordinate with internal teams to ensure accurate and timely processing of client accounts and investment instructions.
10. Keep financial consultants informed of relevant client transactions, account activities, and service requests.
11. Prepare and coordinate the issuance of accurate and timely client statements.
12. Monitor investment maturities and proactively notify clients of upcoming maturities.
13. Support clients through investment rollover, withdrawal, and redemption processes.
14. Coordinate and follow up on client withdrawals and short-term placement maturities, including verification of fund receipt.
15. Liaise with internal teams and service providers for timely execution and resolution of client transactions.
16. Support the Wealth Advisory team with client investment analysis, tools, and information for client engagements.
17. Support the monitoring and administration of assets under management, ensuring accurate client records.
18. Implement and maintain high standards of client service aligned with the company's objectives.
19. Coordinate client service excellence initiatives and support continuous improvement of client-facing processes.
20. Gather and communicate client feedback to management, recommending improvements to enhance the client experience.
21. Maintain confidentiality and exercise high discretion when handling client, financial consultant, and company information.
22. Prepare and maintain relevant client service reports and records as required.
23. Ensure client interactions and service activities comply with approved company policies, procedures, and regulatory requirements.
24. Escalate complex, sensitive, or high-risk client matters promptly to the Finance & Strategy Director or relevant department.
25. Maintain proper documentation and audit trails for client transactions, requests, and communications.
26. Identify recurring service issues and recommend practical solutions to minimize operational and client-service risks.
27. Collaborate with Operations, Finance, Wealth Advisory, and other teams for seamless client service delivery.
28. Support the implementation of process improvements and automation initiatives to enhance efficiency and client experience.
29. Perform any other duties assigned by the supervisor or management.

1. Hold a Bachelor’s degree in Business Administration, Finance, Economics, Commerce, Investment Management, or a related field.
2. Professional qualifications in finance, investment, customer service, or a related discipline are an added advantage.
3. Possess 3–5 years of relevant client service experience in the investment, wealth management, financial services, or insurance industry.
4. Experience specifically dealing with investment or wealth-management clients will be an added advantage.
5. Demonstrate experience in client onboarding, account administration, transaction processing, and client relationship management.
6. Strong understanding of client service principles and practices.
7. Good understanding of investment and financial products.
8. Good knowledge of client onboarding and account administration processes.
9. Excellent attention to detail and accuracy.
10. Ability to handle confidential and sensitive information with discretion.
11. Proficiency in Microsoft Office and relevant client/investment management systems.
12. Strong customer orientation and ability to professionally manage demanding clients.