Client Services Consultant

PPS Recruitment; Wes-Kaap; On-site; ZAR 240,000 - 360,000; Full time

Job summary

PPS Investments, part of the PPS Group, is seeking a Client Service Consultant to handle incoming client queries across multiple channels. The role emphasizes high-quality client service within the financial services and asset management space.

The ideal candidate has 1–2 years’ experience, knowledge of FICA/FAIS and FATCA, and a commerce degree. Strong communication and relationship-building skills are essential for success in a busy, client-facing environment.

Qualifications

• 1–2 years’ experience within financial services industry; investments/LISP/Asset Management environment
• Knowledge on FICA/FAIS and FATCA legislation requirements and TCF outcomes
• Knowledge and experience in client services / contact centre environments
• Bachelor’s degree in Commerce related field essential.

Responsibilities

• Provide client services to Clients/Intermediaries/PPS Insurance distribution channels and broader distribution force relating to and within the financial services/LISP/Asset Management environment.
• Handle all client queries and/or complaints (telephonic/written/social media) and resolve issues to completion in a timely manner.
• Apply technical knowledge to secure end-to-end finalization of client requests.
• Work across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
• Evaluate problems regarding service issues and enquiries to determine importance and urgency.
• Perform investigations to facilitate problem resolution timeously.
• Ensure service excellence to Clients/Intermediaries within best practice and standards.
• Manage reputational risk and ensure regulatory compliance.

Skills

Communication skills

Written communication

Relationship building

Planning & organizing

Resilience

Education

Bachelor’s degree in Commerce

Tools

Sales Logix or CRM

Job description

PPS Investments is part of the PPS Group, which for over 8 decades has been the trusted financial partner for graduate professionals in South Africa. Unlike a company that is listed on a stock exchange, PPS belongs to its members and operates under the ethos of mutuality. This means that qualifying members can exclusively share in the profits of the Group, through the unique PPS Profit-Share Account.

PPS Investments exists to create and grow the wealth of graduate professionals and their families to live the lives they want in a world worth living in. We offer diversified and flexible investment solutions that are mutually beneficial to our clients in the long run because we believe that success is better shared. To ensure that a high level of Client Services is provided to the clients and financial intermediary that interacts with PPS Investments. The Client Service Consultant will be responsible for all incoming client queries in the form of written as well as telephonic interactions and other omni channels.

Purpose of the job:

To role will ensure that a high level of Client Services is provided to the clients and financial intermediary that interacts with PPS Investments. The Client Service Consultant will be responsible for all incoming client queries in the form of written as well as telephonic interactions and other omni channels.

Ideal experience:

• 1-2 years’ experience within financial services industry; investments /LISP/ Asset Management environment
• Knowledge on FICA/FAIS and FATCA legislation requirements and TCF outcomes
• Knowledge and experience in client services / contact centre environments
• Bachelor’s degree in Commerce related field essential.

Competencies & ideal personality attributes:

• Communication skills (written and verbal)
• Business writing skills
• Building and maintaining relationships
• Planning and organizing
• Resilience
• Team success
• Business acumen

Systems knowledge:

• MS Office – intermediate level of MS Work & Excel
• Sales Logix or another comparable CRM application is an advantage

Duties and Responsibilities

Service Delivery

• Provide client services to Clients /Intermediaries / PPS Insurance distribution channels and broader distribution force relating to and within the financial services /LISP/Asset Management environment.
• Handle all client queries and/or complaints (telephonic /written /social media) and resolve issues to completion in a timely manner.
• Applying technical knowledge and understanding to secure an end-to-end finalization of client requests.
• Working across organizational boundaries to obtain outstanding information and clarify instructions received to improve client experience.
• Evaluate problems regarding service issues and enquiries to determine their importance and urgency.
• Performing investigations where necessary to facilitate problem resolution timeously.
• Responsible for ensuring that service excellence to Clients /Intermediaries remains within best business practice and standards.
• Responsible for managing reputational risk and ensuring compliance with regulatory requirements, procedures and service standards.
• Promotion of PPS Investments technology offering.
• Remain updated and informed on legislative and industry changes.
• Responding to all enquiries in a professional and timely manner.
• Liaising with operations support to provide best client experience.
• Technical understanding of all PPS Investments offerings and the ability to apply that understanding to daily outputs.

Relationship Building and Communication

• 14. Collaborate effectively across business units to achieve business results.
• 15. Take up and resolve administrative and service issues that hinder good service delivery.