Client Engagement Specialist at Optiva Capital Partners

POSITION DESCRIPTION

• The role of Client Engagement Specialist is to lead Optiva’s office-based Client Engagement team to convert 25% of qualified walk-in and inbound leads into multi-product fee income, while safeguarding HNW service standards, regulatory compliance, and data discipline across investment-immigration, international real- estate, and complementary financial-service products.

NOTE: This is not a customer service role

JOB RESPONSIBILITIES

Prospect Engagement

• Welcome & profile all walk-ins/referrals; run a structured ≤ 30-min discovery and set clear next steps.

Consultative Selling

• Map client goals to investment-immigration, international real-estate, and cross-sell options.
• Produce a priced, optioned proposal within 24 hours, with assumptions and an acceptance path.
• Handle objections using approved playbooks; loop in SMEs for legal/tax/fees; keep within compliance scripts.

Pipeline & CRM Discipline

• Log every interaction on the same business day; maintain ≥ 95% mandatory fields, accurate stage/probability, and a dated Next Action.
• Maintain healthy pipeline coverage and eliminate “orphan” leads.
• Store documents/consents via approved channels only (SharePoint/secure links).

Follow-up, Conversion & Handover

• Time-box follow-ups; convert proposals to closes; collect passport data page/Cand any intake docs.
• Hand over a clean pack to the Executive Office within 30 minutes of payment; confirm receipt in Optimus.
• Send a 5-sentence summary email to the client (cc RM/CE Lead) that mirrors the CRM Next Action.

Client Experience & Retention Support

• Trigger NPS/pulse after visits; close the loop on detractors within 24 hours.
• If a client gives poor feedback (low NPS), phone them within one business day, apologize, fix the issue, and confirm they’re satisfied—then record what you did.
• Run retention call-backs/campaigns for existing clients; surface upsell/cross-sell signals to RM/CE Lead.
• Proactively check in with existing clients so they stay engaged (renew, refer, or buy again).
• Meet a ≤ 4-hour response SLA to client/prospect messages during business hours.

Reporting, Insight & Continuous Learning

• Submit a daily activity log and weekly pipeline report; flag blockers with owners & dates
• Turn prospect feedback into script/process tweaks and track impact.
• Complete quarterly product & sales-skills modules; stay current on programme changes and update talk-tracks/templates.

Collaboration & Governance

• Coordinate with Marketing (events/leads), Processing (handover), Customer Support/Admin (scheduling).
• Marketing (events/leads): Get the attendee list before events; confirm your outreach window after. Give Marketing feedback on which messages worked and which leads converted.
• Respect AML/KYC and data-privacy boundaries; never give legal/fees advice beyond script; no cash handling follow escalation protocols.
• Perform other duties as assigned within SOPs, SLAs, and compliance guardrails.

KEY SKILLS & COMPETENCIES

• Consultative selling approach: diagnose client needs before prescribing solutions
• Pipeline coaching and conversion optimization
• CRM & Excel proficiency for accurate data capture, quick sourcing, and analysis
• Strong objection handling: reduce fear or friction without overselling
• Event facilitation: translate attendance into qualified meetings and opportunities
• Microsoft 365 scheduling fluency: Outlook & Teams Calendar expertise (time-zone aware invites, agendas, Teams links, attendee management, and attached documents)
• Calendar discipline: schedules follow-ups immediately, maintains reminders, logs next actions, and resolves conflicts within 24 hours
• Executive presence with polished presentation and assertive yet empathetic client engagement style
• Strong communication and active listening skills
• Persuasion, negotiation, and closing ability
• Critical thinking and problem-solving orientation
• High emotional intelligence (EQ)
• Data-driven, process-oriented, and detail-focused
• Integrity, professionalism, and ethical decision-making
• Positive mindset, willingness to learn, and self-motivation

QUALIFICATIONS & EXPERIENCE

• 35 – 45 years of age
• Bachelor’s degree in Business, Finance, Economics, Law, Engineering or related discipline (MBA preferred/advantageous)
• 10+ years of experience in inside sales, client success, or relationship management roles
• Minimum of 5 years in team leadership and coaching capacity
• Direct exposure to wealth management, luxury real estate, and/or private banking sectors can be an advantage
• Proven record of building trust with high-net-worth clients, managing complex client portfolios, and driving measurable business outcomes
• Proven record of maintaining compliance, data integrity, and complete audit trails