Client Services Officer, Client Operations - Somerset West

• Deliver services in line with the established Service Model and defined service standards for the function.
• Ensure adherence to processes and proactively identifying and escalating any issues requiring attention.
• Work proactively with other business functions and stakeholders.
• Ensure fees related to the function’s responsibilities are accurately recorded and posted in a timely manner, in line with established processes.
• Undertake and participate in relevant management of departmental meetings.
• Conduct periodic reviews of work to ensure compliance with policies and procedures, maintaining high standards of quality.
• Ensure complaints, errors and omissions are dealt with as per company policy.
• Monitor the daily progress of assigned cases to ensure timely completion.
• Manage and follow up on outstanding cases to ensure resolution within expected timeframes.
• Maintain accurate, up-to-date records across all relevant systems used to process and manage work.
• Support the function by assisting with and undertaking casework as required.
• Contribute to employee training programmes.
• Actively participate in and contribute to weekly team meetings.
• Undertake additional reasonable duties within the scope of the role, as required to support the business.

• Relevant tertiary qualifications (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).
• 1-3 years’ experience in a client services or administrative role, preferably within the financial services industry.
• Experience supporting client onboarding, including KYC/CDD processes and documentation.
• Exposure to handling client queries and maintaining high service standards.
• Experience 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.

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

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

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