About the Role

The Call Centre Agent serves as the primary point of contact for clients, providing information and support regarding investment products, account services, transactions, and general inquiries. The role requires delivering exceptional customer service while ensuring compliance with regulatory requirements and company policies within the asset management industry.

PRIMARY RESPONSIBILITIES:

• Handle inbound and outbound client calls professionally and efficiently.
• Respond to inquiries related to investment products, portfolio accounts, account balances, transactions, and statements.
• Assist clients with account opening processes, documentation requirements, and service requests.
• Resolve customer complaints and escalate complex issues to the appropriate departments.
• Report suspicious activities or compliance concerns to management.
• Provide guidance on transaction procedures, including top-ups, redemptions, switches and fund transfers.
• Verify client information and ensure proper authentication before discussing account details.
• Support clients in updating personal information and completing required documentation.
• Track and follow up on pending customer requests until resolution.
• Maintain detailed records of inquiries, complaints, and resolutions.
• Prepare periodic reports on call volumes, customer feedback, and service trends.
• Contribute to process improvement initiatives to enhance customer experience.
• Any other duty as may be given by the Head of Unit Trust – Operations.

Compliance & Risk Management

• Adhere to all regulatory requirements, company policies, and data privacy standards.
• Maintain confidentiality of client information at all times.
• Ensure Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are followed when handling customer interactions.
• Maintain up-to-date knowledge of the company’s investment products, services, policies, and procedures.

Who We’re Looking For

Academic & Professional Qualifications

• Bachelor’s degree from a recognized university. .

Experience

• Minimum of 1-year experience in a busy call Centre environment preferably within the financial services.

• Handle inbound and outbound client calls professionally and efficiently.
• Respond to inquiries related to investment products, portfolio accounts, account balances, transactions, and statements.
• Assist clients with account opening processes, documentation requirements, and service requests.
• Resolve customer complaints and escalate complex issues to the appropriate departments.
• Report suspicious activities or compliance concerns to management.
• Provide guidance on transaction procedures, including top-ups, redemptions, switches and fund transfers.
• Verify client information and ensure proper authentication before discussing account details.
• Support clients in updating personal information and completing required documentation.
• Track and follow up on pending customer requests until resolution.
• Maintain detailed records of inquiries, complaints, and resolutions.
• Prepare periodic reports on call volumes, customer feedback, and service trends.
• Contribute to process improvement initiatives to enhance customer experience.
• Any other duty as may be given by the Head of Unit Trust – Operations.
• Adhere to all regulatory requirements, company policies, and data privacy standards.
• Maintain confidentiality of client information at all times.
• Ensure Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures are followed when handling customer interactions.
• Maintain up-to-date knowledge of the company’s investment products, services, policies, and procedures.

• Customer Service
• Communication
• Problem-solving
• Compliance
• Data Privacy
• KYC/AML Procedures
• Investment Product Knowledge

• Bachelor’s degree from a recognized university.
• Minimum of 1-year experience in a busy call Centre environment preferably within the financial services.