Client Liaison Officer

6 months ago

Sandton, South Africa Momentum Securities Full time

**Introduction**
- Momentum Securities provides a full range of stockbroking services supported by strong management and administrative capabilities. We pride ourselves on product innovation and client service. One of our key strengths is our ability to devise solutions for your individual needs, with all our expertise at your disposal. We provide a full range of stockbroking solutions including traditional trade executions (non-discretionary/self-managed portfolio), an advisory portfolio,
- full-service stockbroking services and specialist research integrating both a macro and micro market view**Role Purpose**
- The purpose of the **Client Liaison Officer** is to provide responsive service to clients, that creates a positive client experience and represents the brand of Momentum Securities. This includes supporting internal capabilities in their endeavour to service clients needs, which may be both centrally and regionally driven.
- ***

**Requirements**:
**Qualifications:
- Matric
- Studying towards a business degree.

**Experience:
- 2-3 years’ experience in a similar role in the financial services industry (Stockbroking experience will be an added advantage)
- Working knowledge of processing FICA documents and mandates
- Practical and relevant experience within an investment service environment where you had to build strong relationships, enable ease of doing business, grow and maintain the business, and more, will be a great advantage
- Demonstrated knowledge of customer service principles and practices
- Proficiency in Microsoft: Windows, Word, and Excel

***

**Duties & Responsibilities**

**Administration Support**
- Ensure that all documentation requirements for client transactions are dealt with as required by our relevant regulators
- Ensure delivery and good client experience through monitoring and tracking all active queries through to completion whilst ensuring the client is updated until query/transaction is complete.,
- Ensure delivery on effective processes by ensuring all transactions and queries are delivered within the agreed timelines as set out in our service level agreements with clients both internal and external.
- To ensure client engagement, proactively ensure daily proxies, letters, presentations, and daily reports are submitted to portfolio managers and dealers respectively.

**Client support and relationship management
- Client requests and queries are resolved efficiently and satisfactorily
- Ensure that client instructions are captured and processed validly and accurately the first time, meeting set service-level timelines and quality standards.
- Ensuring reputational and financial risks are effectively managed through accurate processing of instructions and interactions with both internal and external clients.
- Ensure that all necessary information, documentation, and signatures are accurately obtained and compliance requirements are met, resulting in a seamless and enhanced service experience through effective telephone communication.
- Ensuring relevant, accurate, and timely operational and service reports based on weekly activity and performance are delivered.
- Ensure clients experience is positive, seamless, and professional service in every interaction, enhancing their satisfaction and trust.".
- Ensuring client confidentiality is maintained, at all times.
- Ensure strong working relationships are built and maintained with existing, potential clients.
- Ensure client retention activities are supported by identifying and exploring opportunities to enhance client engagement.
- Ensure a good client experience by contributing to a culture of identifying and recommending improvements and changes that will facilitate the client experience, enhance cost effectiveness, increase operational efficiency, and reduce any risk or threats.

**Internal Stakeholder engagement
- Ensure internal stakeholders are kept abreast of current work status and priorities by providing daily updates.
- Ensure that all actions and decisions from weekly operational meetings with management are effectively implemented.
- Ensure that vital processes are adhered to by proactively engaging the relevant business departments involved.
- Ensure proper processes are followed by adhering to product, legislative and compliance processes, and procedures at all times.
- Ensure the effective management of the broker onboarding process flow.
- Ensure that all stakeholders are knowledgeable of all new processes and documents by being a point of contact for potential and existing clients, channeling appropriate information to stakeholders from investment and operational streams.

**Areas of specialization, specific to each role/region**

**Portfolio Management Support
- Ensure the delivery of satisfactory administrative processes by providing comprehensive support to Portfolio Managers and Dealers, which includes document management, mandate processing, debit follow-up, payment assurance, and client interaction

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