What you will do
Customer Interaction & Issue Resolution:
Operate across customer service channels (email, phone, app, or chat) to address and process client inquiries and requests.
Provide clear, accurate answers to customer questions related to account management, investment transactions, and other securities services.
Assist with resolving customer issues, including transaction errors, technical difficulties, and general support requests.
Account & Transaction Management:
Support clients in account opening, activation, and maintenance processes, ensuring all required documentation is accurate and complete.
Process transaction changes, fund transfers, and other securities- related requests as per company policies.
Respond to client inquiries regarding the activities of listed companies, such as dividend payments and rights issues.
Securities Product & Service Support:
Provide clients with detailed guidance on securities products, such as stock trading and mutual funds.
Educate clients on using trading platforms, mobile applications, and other tools effectively.
Customer Feedback & Reporting:
Record and manage customer interactions and feedback in the system, maintaining accurate and detailed logs.
Prepare and share regular reports with management, highlighting customer concerns and recommending improvements to enhance client satisfaction.
Measure and monitor customer satisfaction levels through surveys, feedback, and other evaluation methods.
Analyze customer satisfaction data (CSAT) to identify trends, areas for improvement, and actionable insights.
Other Duties:
Collaborate with internal teams (operations, compliance, and IT) to resolve customer issues and implement solutions.
Support other tasks and projects assigned by management to improve customer service processes and offerings.
What you will need
Familiarity with securities products, trading platforms, and account management processes is an advantage.
Proficient in using customer support tools and systems.
Ability to work effectively under pressure and manage multiple tasks.
Bachelor’s degree in Finance, Business Administration, or a related field.
3+ years of experience in customer service, preferably in financial or securities services.
Excellent communication and problem- solving skills.
