Customer Service Officer at Pathway Advisors Limited

Job Summary

• The Customer Service Officer will serve as the primary point of contact for clients, providing them with exceptional service and support. The role involves addressing client’s inquiries, resolving issues, and ensuring client satisfaction. He/She will also be responsible for contributing to the overall client experience.

Key Responsibilities
Client Interaction and Support:

• Respond promptly to client inquiries through various channels (phone, email, in-person).
• Provide accurate information about the firm’s products and services, ensuring clients make informed decisions.
• Handle and resolve client complaints, escalating issues to higher management when necessary.

Client Relationship Management:

• Develop and maintain strong client relationships to enhance customer loyalty.
• Conduct follow-up calls to ensure client satisfaction and address any further needs.
• Proactively identify opportunities to improve the client experience and suggest improvements to management.

Compliance and Documentation:

• Ensure all client interactions comply with regulatory requirements and internal policies.
• Maintain accurate and detailed records of client interactions and transactions.
• Report any suspicious activities in line with anti-money laundering (AML) and other regulatory requirements.

Problem Solving and Issue Resolution:

• Coordinate with other departments to resolve complex issues.
• Provide timely and effective solutions, ensuring minimal disruption to the client.

Process Improvement and Feedback:

• Identify trends in client feedback and work to improve service delivery.
• Participate in regular training sessions to stay updated on industry regulations and firm offerings.
• Contribute to the development of customer service policies, procedures, and standards.

Reporting and Communication:

• Prepare and submit regular reports on client interactions, feedback, and resolution times.
• Communicate effectively with team members and management to ensure alignment on client service goals.

Qualifications

• Education: Bachelor's Degree in Business Administration, Finance, Economics, etc
• Experience: Minimum of 1-4 years of experience in a customer service role, preferably within the financial services if possible

Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in using customer relationship management (CRM) software and other relevant tool a plus.
• Knowledge of financial products, investment strategies, and regulatory requirements is a plus.

Competencies:

• Customer Focus: Demonstrates a deep understanding of client needs and consistently strives to exceed their expectations.
• Adaptability: Thrives in a fast-paced environment and is open to change.
• Integrity and Trust: Upholds the highest standards of honesty and ethics in all interactions.
• Team Collaboration: Works well with others and contributes to a positive team dynamic.
• Continuous Learning: Seeks opportunities for self-improvement and stays informed about industry developments.

Why Work for Us

• Competitive Compensation
• Professional Development Opportunities
• Inclusive and Diverse Environment.
• Cool Office Space
• Health and Wellness Programs
• Friendly, dynamic and innovative Company culture
• Technology and Tools.