Client Experience Officer at Norrenberger Financial Group

The Client Experience Officer is responsible for providing secretarial, clerical and administrative support and handling front office function and administration duties, attending to guests, answering phones, handling company inquiries, and sorting and receiving mail. Operates multi-line telephone system to answer incoming calls; directs callers to appropriate employee.

Requirements

• Provide exceptional client service support to internal and external clients, by ensuring that client objectives and needs are fully understood by other stakeholders, while liaising with the client throughout lifecycle to ensure customer satisfaction.
• Deliver front-line service to clients and related third parties, such as responding to client queries and ensuring agreed periodic service deliverables remain on track throughout the client lifecycle.
• Assist in ad hoc business development activities by ensuring optimum product and service knowledge is upheld, providing insight into Norrenberger’s products and service offerings to prospects and clients.
• Ensure escalation of client complaints/challenges promptly to resolve same within agreed timelines.
• Post-sales client relationship management, supporting sales traders and business development teams in maintaining relationships with existing clients through high quality client service delivery and monthly spot checks to ascertain client experience with Norrenberger.
• Set up in-house and CSCS accounts for new clients and intermediaries. Confirm and verify KYC documentation.
• Ensure that client accounts and portfolios are kept compliant with regulations and Norrenberger’s internal policies.
• Receive mandates while ensuring required documents are acquired and updated.
• Liaise with Operations & Registrar Liaison to process intermember transfers and portfolio consolidation transactions in line with set timelines.