Client Service Executive

1 week ago


Nairobi, Nairobi Area, Kenya Zamara Kenya Full time

ABOUT THE COMPANY

Zamara is a financial services firm that primarily offers Actuarial Services, Pensions Administration and Consulting and Insurance Brokerage Services. Zamara has been in the Kenyan Market for over 23 years, initially operating as Hymans Robertson and more recently as Alexander Forbes. Working at Zamara offers our people the opportunity to work for a Truly Pan-African Financial Services firm. Our Values - Simplicity, Empathy and Trust, set a solid foundation for an environment that awards achievement and appreciates hard work, innovation and high levels of professionalism across all departments. We have an strong coaching and mentorship approach that enables us continuously grow our people.

JOB SUMMARY

Experience and personal qualitiesThe following experience is preferred:Bachelor's degree in a business-related course.Minimum of 1 years' experience in client service support.Good knowledge of Zamara retail solutions and products.Proactive and uses initiative.Relationship building & networking skills.Excellent oral & written communication skills.The following personal qualities are preferred:AssertiveAbility to manage expectations.Self-awarenessResilientInterpersonal relationshipProblem Solving

RESPONSIBILITIES

Business Development/Onboarding SupportSupporting and working with the client service team.Administering new client pensions, investment and insurance contracts.Ensure smooth client onboarding and handover to the team.Client Relationship ManagementServicing existing client arrangements.Taking calls and messages from clients and passing them to the responsible team member.Dealing with pension scheme/umbrella fund complaints, disputes, general inquiries and respondence from members, advisers, trustees, fund managers and communicating with them appropriately.Ensure timely response to all queries and management of client expectations.Operational efficiencyChecking the daily work schedule to follow up and complete given tasks.Prioritize a busy workload, ensuring to meet set deadlines.Assist advisors in preparing for meetings by gathering relevant paperwork.Escalate client complaints.Capture client meeting minutes and file notes to ensure there is common understanding of client needs/expectations/advisory.Assist in implementing the agreed SLAs to drive cross selling, up selling and client retention.Effectively liaise with product providers and partners.Ensuring excellent attention to detail is taken when writing letters/financial documentation.Work on Microsoft excel daily including utilizing graphs, macros and formulas.Other ad hoc projects duties for the team.Record ManagementMaintaining member records.Verification of data.

REQUIRED SKILLS

Customer service, Answering telephones and call management, Communication, Problem solving, Customer relations

REQUIRED EDUCATION

Bachelor's degree



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