Senior Officer, Client Operations - Somerset West

Description

• Deliver on Service standards as per established Service Model for the function.
• Ensure adherence processes and address/raise issues that need attention.
• Work proactively with other business functions and stakeholders.
• Ensure fees in relation to the function’s responsibilities are posted for services rendered in a timely manner and in line with processes.
• Undertake and participate in relevant management of departmental meetings.
• Periodically review work being undertaken to check for adherence to policy and procedures and check quality of work and sign off if requested.
• Ensure complaints, errors and omissions are dealt with as per company policy.
• Daily monitoring of progress of assigned cases.
• Dealing with assigned outstanding cases and follow up.
• Ensuring relevant record keeping on systems used for processing or managing work are maintained and up to date across the function.
• To assist and undertake case work as required in the function.
• Act as a signatory for the business and apply a questioning mind to all aspects of this responsibility.
• Contribute to staff training programmes.
• Mentoring New Starters and providing practical support.
• Provide first-line escalation support to Officers and Administrators by resolving queries, handling escalated calls, and assisting with investigations.
• Facilitated refresher training sessions for Officers, Administrators, and cross-functional teams.
• You will take part and actively contribute to the weekly Team Meetings.
• Assisting and stepping in on behalf of your Team leader during their absence for meetings and team support.
• From time to time, you may be required to perform other reasonable tasks within the scope of your role to support the business

• Relevant tertiary qualification (e.g. Business Administration, Finance, Economics, or related field).
• Diploma or certification in Financial Services, Compliance, or Client Services (advantageous)
• Strong proficiency in Microsoft Office (particularly Excel, Word, and Outlook)
• 3–5 years’ experience in a client services or administrative role, preferably within the financial services industry.
• Proven experience supporting client onboarding, including KYC/CDD processes and
• documentation.
• Proven experience in handling client queries and maintaining high service standards.
• Strong proficiency in working with internal systems (e.g. CRM or case management systems such as Salesforce).

• Strong organisational and administrative skills.
• Ability to work as part of a team and positively influence and contribute to the team.
• Strong communication skills across phone, in-person, and video platforms, with the ability to engage effectively with clients and colleagues.
• Ability to work with confidential and sensitive data.
• Good time management.
• Ability to work under pressure and manage multiple tasks effectively.
• Proven ability to build and maintain strong client relationships while delivering a high standard of service.
• High level of commitment with a proactive and positive attitude.
• Demonstrates high ethical standards and a strong commitment to safety in all aspects of work.
• Approaches work with energy, enthusiasm, and a service-oriented mindset.
• Be attentive to detail and work methodically and accurately.
• Acts with integrity and professionalism in all dealings, maintaining trust and good faith with the Company, its clients, and suppliers.
• Maintain a professional and courteous manner when interacting with colleagues and clients.
• Demonstrate initiative and the ability to work independently.
• Be able to work independently.
• Adopt a flexible and willing approach to working hours, supporting team and business needs as required.

• A growing organisation where you can develop your career long-term.
• A positive, inclusive culture where teamwork and collaboration are valued – #One Team.
• Opportunities to contribute ideas and drive improvements in how we deliver for our clients.
• Regular social and sporting events to keep things fun and connected.

• Typically between 08:00 – 16:30 (37.5 hours per week)

Permanent, full-time position.

Please note only candidates that meet the minimum requirements will be considered.

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