Background information about the job or company (e.g., role context, company overview)

Britam is a leading diversified financial services group, listed on the Nairobi Securities Exchange. The group has interests across the Eastern and Southern Africa region, with operations in Kenya, Uganda, Tanzania, Rwanda, South Sudan, Mozambique and Malawi. The group offers a wide range of financial products and services in Insurance, Asset management, Ban...

Job Purpose:

To support client service delivery by assisting clients and Financial Advisors with onboarding, client administration, documentation follow-up, compliance checks, CRM service requests, client records updates, communication follow-ups and general service support within agreed standards.

Responsibilities or duties

• Assist walk-in clients, inbound callers, outbound follow-ups, email enquiries and Financial Advisor support requests in a professional and timely manner.
• Support client onboarding activities, including account opening support, account creation follow-up, documentation review and client administration updates.
• Conduct initial compliance and completeness checks on onboarding documents, account update requests, KYC information and support client records before escalation or processing.
• Log, track, update and close client enquiries, complaints, service requests, change requests and follow up actions in CRM under guidance.
• Update client records, contact details, client profiles, Golden Record information and service trackers to support accurate client data management.
• Follow up with clients, Financial Advisors and internal teams on incomplete documentation, pending compliance requirements, transaction status updates and outstanding service actions.
• Support migration of individual, joint and corporate client records onto relevant systems and assist with data clean-up and records quality improvement activities.
• Escalate unresolved client issues, complaints, documentation exceptions, compliance gaps and service delays to the Client Service Officer or Assistant Manager Client Service.
• Prepare routine service updates, call-back lists, onboarding status summaries, client administration trackers and ad hoc reports as required.

Qualifications or requirements (e.g., education, skills)

Knowledge, experience and qualifications required:

• Bachelor’s degree in business, Marketing, Communications, Client Experience, Finance, Operations Management, or a related field.
• Professional training or progress toward certification in client service, client experience, CRM, operations, compliance, risk or investments is an added advantage.
• At least 1-3 years’ relevant experience in client service, client administration, financial services support, asset management support or operations administration.
• Exposure to client onboarding, documentation review, KYC support, CRM service logging, client records updates, call handling or email support is desirable.
• Good understanding of client confidentiality, service standards, compliance follow-up, client administration and escalation procedures.
• Working knowledge of Microsoft Office applications, CRM platforms, client service systems and basic reporting tools.

• Assist walk-in clients, inbound callers, outbound follow-ups, email enquiries and Financial Advisor support requests in a professional and timely manner.
• Support client onboarding activities, including account opening support, account creation follow-up, documentation review and client administration updates.
• Conduct initial compliance and completeness checks on onboarding documents, account update requests, KYC information and support client records before escalation or processing.
• Log, track, update and close client enquiries, complaints, service requests, change requests and follow up actions in CRM under guidance.
• Update client records, contact details, client profiles, Golden Record information and service trackers to support accurate client data management.
• Follow up with clients, Financial Advisors and internal teams on incomplete documentation, pending compliance requirements, transaction status updates and outstanding service actions.
• Support migration of individual, joint and corporate client records onto relevant systems and assist with data clean-up and records quality improvement activities.
• Escalate unresolved client issues, complaints, documentation exceptions, compliance gaps and service delays to the Client Service Officer or Assistant Manager Client Service.
• Prepare routine service updates, call-back lists, onboarding status summaries, client administration trackers and ad hoc reports as required.

• Working knowledge of Microsoft Office applications, CRM platforms, client service systems and basic reporting tools.
• Good understanding of client confidentiality, service standards, compliance follow-up, client administration and escalation procedures.

• Bachelor’s degree in business, Marketing, Communications, Client Experience, Finance, Operations Management, or a related field.
• Professional training or progress toward certification in client service, client experience, CRM, operations, compliance, risk or investments is an added advantage.
• Exposure to client onboarding, documentation review, KYC support, CRM service logging, client records updates, call handling or email support is desirable.