About the role
1.Client Query Resolution:
- Serve as the main contact between the CS and Operations teams to address and resolve client queries.
- Analyse and interpret client issues, coordinate with relevant departments, and provide timely and accurate solutions.
- Follow up with clients to ensure satisfaction and resolve any outstanding issues.
2.Document Processing:
- Review, process, and verify client documentation as per company standards and regulatory requirements.
- Maintain accurate records and files of client documents, ensuring data integrity and confidentiality.
- Coordinate with CS and Operations teams to ensure all documentation is completed and submitted in a timely manner.
3.Client Visits:
- Greet and attend to clients visiting the Head Office, ensuring a professional and welcoming experience.
- Assist clients with their inquiries, provide necessary information, and guide them through the visit process.
- Coordinate with relevant departments to address client needs and schedule appointments or meetings as required.
4.Communication and Coordination:
- Facilitate effective communication between the CS and Operations teams to ensure alignment on client-related issues.
- Organize and participate in regular meetings with both teams to review and address ongoing client concerns.
- Provide feedback to both teams to improve processes and enhance client satisfaction.
5.Retention Calling and Client Communication:
- Conduct retention calls to existing clients to ensure continued satisfaction, address any concerns, and identify opportunities for further engagement.
- Send professional and timely emails to clients to communicate updates, resolve issues, and provide information as needed.
- Make outbound calls to clients to inform them of the status of their requests, providing clear and accurate information.
6.Administrative Support:
- Handle administrative tasks related to client interactions, including scheduling, correspondence, and record-keeping.
- Prepare and maintain reports on client interactions, documentation status, visit logs, and call activities.
7.Compliance and Quality Assurance:
- Ensure compliance with company policies, procedures, and industry regulations in all client interactions and documentation processes.
- Participate in quality assurance initiatives to continuously improve client service and operational efficiency.