Client Experience Administrator - Cape Town

Catch; Wes-Kaap; On-site; ZAR 70,000 - 100,000; Full time

Job summary

Catch seeks a junior Client Experience Administrator to support onboarding, KYC, and client queries, processing registrations and assisting clients with new functionalities throughout the lifecycle.

You will coordinate with banks, ensure regulatory compliance, and provide clear communications to clients. The role requires meticulous attention to detail, strong interpersonal skills, and a proactive service mindset.

Qualifications

• Matric essential; relevant tertiary degree or diploma is advantageous.
• Client liaison and/or administrative experience required; experience in financial services or compliance is beneficial.
• Familiarity with CRM systems, preferably Zoho; comfort working across digital platforms and tools.
• Understanding of FICA, KYC, and AML frameworks is a strong advantage.

Responsibilities

• Onboard clients and perform KYC compliance checks, including risk rating and due diligence.
• Oversee routing of onboarding emails and manage escalations within the team.
• Maintain CRM accuracy and correspondence with banks' AML departments.

Skills

Meticulous

Interpersonal skills

Time management

Attention to detail

Customer service

Teamwork

Adaptability

Professional appearance

Education

Matric

Diploma or degree (advantageous)

Tools

Zoho CRM

Job description

Please note that this is a junior position.

OVERVIEW

The Client Experience Administrator will process individual and corporate client registrations and serve as a key point of contact throughout the client lifecycle. The successful candidate will be responsible for identifying client requirements, supporting first-time clients through the sign-up process, and assisting existing clients with new functionalities and queries.

ROLE OVERVIEW

The Client Experience Administrator will act as a stabilising force within the team, taking ownership of complex or sensitive matters, ensuring appropriate allocation of cases, and intervening proactively to resolve issues before they impact the client experience. This role requires a keen compliance mindset, operating in accordance with the FICA Act to mitigate the risk of money laundering and terrorist financing. The ideal candidate will demonstrate excellent interpersonal skills, impeccable written and oral communication, and an unwavering commitment to service excellence.

KEY RESPONSIBILITIES

Client Onboarding & KYC

• KYC (Know Your Customer) — FICA compliance, risk rating, PEPs, and due diligence.
• Opening of accounts with external banking partners.
• Compliance checks and creation of bank application forms.
• Conversion of online registrations.
• Conduct transactional and ongoing due diligence on all clients.

Team Routing & Escalation Management

• Oversee the day-to-day routing of the onboarding mailbox across the team to ensure balanced workloads and timely resolution.
• Manage and resolve escalations efficiently within the team, ensuring clients receive prompt and appropriate responses.
• Act as the first point of escalation within the team before issues are elevated to management.
• Monitor the onboarding queue and proactively reallocate or assist with backlog where required.

CRM & Process Management

• Maintain CRM accuracy and database management.
• Liaise with banks’ AML departments and report any unusual or suspicious transactions.
• Handle incoming calls for new client queries.
• Assist existing clients with new functionalities and ongoing account queries.
• Filing and other administrative tasks as and when required.
• Accurate completion of all documentation in line with internal standards and regulatory requirements.

REQUIREMENTS

Qualifications & Experience

• Matric essential; relevant tertiary degree or diploma is advantageous.
• Client liaison and/or administrative experience required; experience in financial services or compliance is beneficial.
• Familiarity with CRM systems, preferably ZOHO; comfort working across digital platforms and tools.
• Understanding of FICA, KYC, and AML frameworks is a strong advantage.

Experience & Skills

• Meticulous, with impeccable accuracy and a keen eye for detail.
• Service delivery: delivering results and exceeding customer expectations.
• Excellent interpersonal skills, able to work effortlessly with clients and the team; displays gravitas and emotional maturity.
• Efficiency: organised with excellent diary and time management skills, makes timely decisions, and works well under pressure.
• Committed to targets and deadlines, and able to multitask efficiently.

Personal Attributes

• Principles and ethics: adheres to good practice and ethical principles and values.
• Good work ethic, willing to go the extra mile and work as a team player.
• Motivated, energetic, and committed to the role.
• Adaptability: modifies approach in the face of new demands, supports change initiatives, and rises to new challenges.
• Presentable: neat, tidy, and professional in appearance and manner.