Customer Service Assistant at Britam

Britam

Customer Service & Support

Unspecified USh Confidential
2 months ago

Job Summary

 

Job Description/Requirements

Job Description Processing all transactions for Britam Asset Managers Company, and ensure that all customer queries and requests are carried out within the set guidelines and targets for Uganda.Key Responsibilities:• Handling all incoming customer queries and questions and resolving customer complaints• Providing the appropriate service and information or referring clients to another department• Referring problematic issues that they cannot solve to management• Maintaining an accurate Customer Relationship Management (CRM) database by entering and updating client information• Verify the documents and communicate on any non-compliant documents for follow up• Timely processing customer’s redemption requests within the company’s TAT• Adhering to a company’s policies and procedures at all times when assisting customers• Be the first line contact for all the clients. Act as the focal point for all information about the clients and mobilize of company services.• Ensure acquisition of full KYC for clients and carry out data entry• Update client Reports and upload and index client information into Fortis.• Coordinate with other Britam departments on activities and events• Manage, update and track calendars• Organize and manage BAM Uganda Events• Comply with statutory and other relevant regulatory bodies in Uganda• Delegated Authority: As per the approved Delegated Authority Matrix• Performs any other duties as requiredKey Performance Measures: As described in your Personal Score CardKnowledge, experience and qualifications required:• The applicant must hold a Bachelor’s degree• Experience in customer care services is an added advantage• 1 Year of related work experience• Market knowledge and understanding of the financial services industry• Good Interpersonal skills• Effective communication and Customer relationship skills for long-term association.• Problem Solving skills and attention to detail• MS Office efficiencyEssential Competencies: Emerging Leaders in Britam need to:• Plan, direct and apply efficiencies and resources in order to optimise output and profitability against time, cost and team targets;• Effectively communicate strategic and operational departmental goals and objectives to peers and others in order to ensure proper implementation;• Ensure that department priorities are adhered to and effectively communicated;• Ensure competent and effective people resources through appropriate coaching, development and people supervision as appropriate;• Embody a high performance, proactive culture;• Effectively ensure the adherence to key performance areas, deadlines and goals in order to optimise operational effectiveness;• Effectively communicate resource needs, possible opportunities and achievements to management in order to aid them in their decision-making;• Effectively set and monitor priorities and objectives for more junior staff;• Understand and communicate objectives in relation to the larger organisational impact;• Effectively disseminate knowledge within the correct context, towards subordinates as well as management;• Appropriately model the company values while setting the pace and energy for delivering;• Effectively manage and communicate change within the department in order to increase staff and process effectiveness;• Provide access to accurate and consistent information and services across all channels;• Ensure a seamless experience for clients;• Improve service delivery for clients;• Engage in continuous brand building to become the trusted partners to clients.

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