Client Experience Support Officer at Rosabon Financial Services

Scope and Impact

• This position plays a critical role in overseeing seamless operations among the various clients who daily interface with our Wealth Management App.

Job Summary

• A Client Support Officer for a wealth management application requires a blend of technical skills, domain knowledge, and interpersonal competencies.

Responsibilities
Sales Functions:

• Proactively engage with users via in-app chat, phone, and email to understand their needs and interests
• Address technical queries, concerns, and objections to investment
• Utilize persuasive techniques to highlight the benefits and value of investing in the various WealthManagement Products through the App
• Collaborate with the Product team to resolve issues implement user feedback and prepare daily reports for Management
• Develop and maintain a deep understanding of the app & features, benefits, and investment opportunities
• Meet and exceed monthly investment targets

User Experience support:

• Conduct user training sessions to enhance understanding and effective use of the application.
• Provide timely and effective support to app users via phone, email, and chat
• Proactively engage with users to understand their needs and preferences
• Monitor user behavior and provide insights to improve the app & performance
• Collaborate with the product team to resolve issues and implement improvements
• Respond to user inquiries and guide on application functionalities.
• Incident Management and feedback functions:
• Manage and track support tickets, ensuring all incidents are logged, prioritized, and resolved promptly.
• Analyze incident patterns to identify recurring issues and recommend preventive measures.
• Respond to customers & inquiries and issues via phone, email and chat
• Generate, analyze present customer feedback, and issue trend reports and performance metrics to management.

Key Performance Indicators (KPIS)

• Issue Resolution Time: Average time taken to resolve user-reported issues.
• System Uptime: Percentage of time the application is operational and available to users.
• User Satisfaction: Feedback and satisfaction ratings from users regarding support services.
• Incident Reports: Number of incidents reported and resolved within a given time frame.
• Documentation Quality: Accuracy and completeness of support documentation and knowledge base.
• First Response Time ( FRT) : Respond to clients or subscriber’s inquiries within a maximum of 2 hours
• Resolution time: Resolve at least 85% of issues on the first contact
• Customer Satisfaction (CSAT) : Maintain a CSAT score of at least 90%
• Average Handling Time ( AHT): Resolve issues within an average time of 30 minutes
• Resolution Response Time( FRT)- 90%
• Customer satisfaction ( CSAT) -90% positive feedback from users
• Investment rate: 20% increase in investment within the next quarter
• App Store Ratings: 4.5-star rating or higher within the next quarter

Basic Requirements

• Minimum of OND
• Knowledgeable and willingness to learn
• Must have a speaking voice and understand how to talk to customer

Job Knowledge:

• Relevant knowledge of the company’s market and competitors.
• Proven experience in liaison or relationship management roles.
• Knowledge of principles and processes for providing customer services, including customer needs assessment and evaluation of customer satisfaction.

Skills/Competencies:

• In-depth understanding of the wealth management application, its features, functionalities, and troubleshooting methods.
• Ability to diagnose and resolve technical issues related to the application promptly.
• Familiarity with Customer Relationship Management (CRM) systems to manage client interactions and effectively.
• Understanding of wealth management principles, investment products, and financial markets.
• Knowledge of regulatory requirements and compliance standards relevant to wealth management.