Client Service Specialist

FirstRand group; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

A leading investment manager in South Africa is seeking a Client Service representative to enhance customer satisfaction by delivering superior service. The role involves proactive client communication, managing expectations, and ensuring effective resolution of queries, all while maintaining high standards of quality. Candidates should hold a relevant bachelor's degree and possess 3-5 years of experience in financial services, particularly in asset management. This position offers networking opportunities in a dynamic environment, ideal for those eager to learn and improve.

Benefits

Networking and collaboration opportunities

Innovation initiatives

Dynamic work environment

Qualifications

• Experience of 3-5 years in the Financial Services sector, specifically Asset Management.

Responsibilities

• Deliver service that exceeds customer expectations through innovative solutions.
• Maintain strong client relationships and resolve requests promptly.
• Implement improvements based on client satisfaction surveys.

Skills

Communication

Negotiation

Conflict Resolution

Customer Service

Education

Bachelor's degree or diploma in a relevant field

Job description

Ashburton Investments is a new generation investment manager that offers investors access to more sources of return and more ways to manage risk. In the institutional space in South Africa as well as our global business, we pride ourselves on offering solutions to address clients’ holistic balance sheet needs and support business strategies in reallocating investment capital amidst increasing regulatory pressures. We see institutions such as pension funds, long and short-term insurers, re-insurers, and medical aid schemes as our primary clients.

Role Overview

In this role, you will provide excellent customer service by ensuring prompt assistance, understanding client needs, processing requests, and delivering personalized results through your efforts and skills. Building and maintaining strong relationships with internal and external stakeholders is essential.

Key Responsibilities

1. Deliver service that exceeds customer expectations through proactive, innovative solutions.
2. Provide clients with relevant information via correspondence and telephonic communication.
3. Attend to client requests, incidents, and queries promptly, resolving issues within the stipulated SLA and accurately capturing details.
4. Monitor relevant benchmarking metrics to meet or exceed client expectations.
5. Prepare and collate relevant information for review in a timely manner.
6. Provide regular and ad hoc reports to clients.
7. Implement improvements based on client satisfaction surveys.
8. Participate in fostering a service culture, building rewarding relationships, and proposing innovations.
9. Maintain static data for existing accounts and manage account activities such as opening, modifying, and closing accounts.
10. Assist with onboarding new clients and provide ad hoc statements and audit confirmations.
11. Build and sustain professional relationships with stakeholders, demonstrating excellent communication, negotiation, and conflict resolution skills.
12. Initiate stakeholder meetings to track progress and manage expectations.
13. Address conflicts constructively, ensuring mutual gains.
14. Implement, monitor, and control business processes to comply with quality, policy, and governance standards.
15. Review and improve existing processes to enhance efficiency and reduce redundancy.
16. Work effectively under pressure, meeting deadlines without compromising quality, and be available for overtime as needed.

Candidate Requirements

Educational Qualifications: Bachelor’s degree or diploma in a relevant field.

Experience: 3-5 years’ experience within the Financial Services sector, specifically Asset Management.

Opportunities

• Networking and collaboration opportunities.
• Innovation initiatives.
• Being part of a dynamic and growing asset management firm.

Ideal Candidate Attributes

• Curious and courageous, eager to learn and explore new ideas.
• Obsessed with mastery, continuously improving skills.
• Client-centric, capable of managing difficult clients and stakeholders effectively.

If you are interested in this opportunity, we look forward to your application. Apply now!

Note: Applications close on 30/06/2025. All appointments will align with FirstRand Group’s Employment Equity plan. We support the recruitment of individuals with disabilities, and candidates may disclose their disability information voluntarily. This information will be kept confidential unless disclosure is legally required.