Client Service Officer - FAIS Accredited or studying towards FAIS accreditation

Job purpose

• The purpose of the job is to open, activate and maintain trading accounts for Online Share Trading clients on BDA/CCM and on the Online Share Trading System.
• Officer will also be required to service clients across a broad platform to ensure an exceptional client experience
• Officer will also need to cross sell products across the standard bank brand
• 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.

Key responsibilities

• Opening and activation of Trading accounts across multiple platforms /products
• Effect change requests across multiples platforms/products.
• 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
• Loading and verifying clients banking details on the Payment System.
• Receive all estate late documents and the necessary action to be carried out.
• Perform adhoc projects e.g. opening of accounts for share incentive schemes, account closures and account changes.
• Respond to queries timeously and efficiently (telephonically/JIRA/ Priority Desk)
• 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.
• Liaise with branches to assist by providing us with FICA documentation held on their records for standard Bank client accounts as per clients' request.
• Liaise with Post office in respect of awaiting or untraceable mail.
• Monitor all returned mail and contact the client to obtain the correct address.
• Review and correct all exceptions on exception report.
• Update all policies and procedures.
• Adhere to all policies and procedures.
• Closure of accounts as per clients' request.
• Scan and file all supporting documents for changes and account opening.
• Ensure any other ad-hoc duties delegated by the Manager are carried out accurately and timeously
• Attend to priority desk requests
• Preserve relationships between the various desk we service
• Ensure monthly MIS data is available to manager to compile MIS

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
• Multi-skill

Internal and external relationships