Client Service Officer

• Officer will also be required to service clients across a broad platform to ensure an exceptional client experience
• Will also serve as a primary contact for Traders and Investors who use OST and for those wanting to learn more about the Stock Market and OST’s Offerings.

• Keep abreast with all the products serviced by the Broker and ensure understanding to assist our clients optimally.
• Trading and Investing in JSE Equities / JSE Derivative products / OTC products as per clients’ instructions. These products cover stocks, futures, warrants, commodities and OTC products like Contracts for Difference.
• Providing clients information on how to trade and invest in these products
• Selling of the Stock Market and OST as the broker of choice
• Respond to queries timeously and efficiently (telephonically/JIRA)
• Liaise and instruct the transfer secretary in respect of Share Withdrawals and all other Share Certificates to be added to the clients’ portfolio on behalf of the client.
• Adhere to all policies and procedures.
• Closure of accounts as per clients’ request.
• Preserve relationships between the various desk we service

Key Performance measure:

• Achieving an 90% rating on service evaluations. Evaluations cover:
  • Providing correct and accurate information
  • Effective problem solving
  • Thoroughness and attention to detail
  • Cross-selling and educating clients of products offered by OST
  • Solutions provided to clients
  • Escalations of query
  • Compliments and/or complaints
  • Misdeals/losses
  • Rating of relationships gained or sustained amongst peers, internal and external organisations, and management

• Cost to budget
• Learning and improving
• Client Satisfaction
• Successfully handling client queries
• Idea generation
• Operational losses/errors
• Compliance deviations

Qualifications required:

• Matric
• A tertiary qualification or studying towards a tertiary qualification.
• FAIS Accredited or studying towards FAIS accreditation

 Knowledge Required:

• Thorough knowledge of the FICA acts and FICA requirements.
• Fair knowledge of the Broker Business.
• Rules and regulations and the understanding of the following products:

-   JSE Equities

-   SAFEX – Index futures, Currency futures, SSF’s, Commodities futures

-   OTC products – Contract for Differences

-   Warrants

-   Instalments

Experience required:

• Minimum 3 years client service experience within a Broker environment.

Technical Competencies required:

• Must be computer literate.
• Excellent MS office skills
• Fair knowledge of operating the BDA/CCM applications
• Fair knowledge of JIRA application

Personal competencies required:

• good verbal communication, pays attention to detail
• methodical, diplomatic
• able to handle pressure/conflict
• results and service-orientated
• team player
• able to retain optimism despite setbacks
• Self-motivated.
• Client centric