Job Openings at Meristem Securities Limited

Job Summary

• Ensure delivery of the highest standards of customer service and maintain these standards by continuous evaluation of agents and resolution processes.

Job Details

• Maintain detailed records of client interactions, including inquiries, complaints, and actions taken
• Acknowledging and resolving customer complaints
• Track and follow through on transactions, enquiries and complaints.
• Provide accurate and relevant information about the firm’s investment products and services.
• Draft, proofread, and send client communications, ensuring clarity, professionalism, and adherence to company guidelines
• Resolve client issues effectively and escalate complex problems to the appropriate department.
• Maintain a high level of customer service and client satisfaction.

Key Performance Metrics:

• Net Promoter Score (NPS): This measures the likelihood of customers to recommend Meristem to other potential customers. 
• Customer Effort Score (CES): This metric assesses how easy it is for customers to interact with the CX team. It evaluates how much effort consumers must take to resolve issues.
• Customer Satisfaction Score (CSAT): This metric directly measures customer satisfaction with specific interactions, transactions, or experiences. It's often measured through post-interaction surveys.
• First Contact Resolution (FCR) Rate: This metric measures the percentage of customer issues or inquiries that are resolved during the first interaction with customer experience teams. A high FCR rate indicates efficient and effective customer service.
• Average Response Time: This measures the average time it takes for our CX team to respond to customer inquiries, requests, or issues. A shorter response time is often associated with higher customer satisfaction.
• Customer Feedback and Resolution Rates: Track the volume of customer feedback received, as well as the rate of resolution for customer issues and complaints. This helps gauge the effectiveness of your customer support and service processes

Requirements

• 0-2 years work experience in a customer service role 
• Bachelor's Degree
• Proficiency in Microsoft Office Suite
• Speed of execution of client’s requests & transactions- 30 minutes response time for all mails.
• Ability to stay updated with the latest information about the firm’s products, services, and policies via active participation in trainings/KSS’ to continuously improve knowledge and skills.
• The role calls for a person who displays patience, a friendly approach and enjoys working in structured situations, where hard work and consistent performance are important. Communication and the ability to persuade others in a thorough and factual manner are integral to this function.
• The incumbent should have the persistence to see a job through to its conclusion and work within specific guidelines whilst adhering to rules and procedures.

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Job Summary

• The Storyteller at Meristem Securities will be responsible for crafting compelling narratives that communicate the brand’s purpose, values, and offerings to diverse audiences. This role involves developing engaging content across multiple platforms to strengthen brand perception, foster client trust, and support business objectives. The ideal candidate is a creative thinker with strong writing skills and an ability to translate complex financial concepts into relatable and inspiring stories.

Job Details

• Develop and execute a storytelling strategy that aligns with Meristem’s brand promise of growing, preserving, and transferring wealth across generations. 
• Craft compelling narratives that bring to life our Masterbrand campaign and other brand initiatives. 
• Create engaging and educational content (articles, blogs, scripts, social media posts, videos, and podcasts) to enhance brand affinity. 
• Collaborate with internal teams to extract and humanize client success stories.
• Create high-quality, engaging content across various formats, including blog posts, social media updates, videos, and infographics.
• Develop speeches, op-eds, and thought leadership articles for executives to position Meristem as an industry leader. 
• Translate complex financial concepts into simple, engaging, and actionable content for different audience segments. 
• Ensure brand messaging is consistent across all channels, including press releases, newsletters, and digital campaigns.
• Conduct research and analysis to identify content gaps and opportunities and stay up-to-date with industry trends and best practices.
• Develop storytelling frameworks for internal communication to ensure employees embody and communicate the brand’s values. 
• Partner with PR and marketing teams to shape public perception and enhance brand credibility through storytelling. 
• Stay informed about market trends, competitor narratives, and industry developments to craft timely and relevant stories.
• Continuously test and refine content marketing strategies and tactics to improve results and drive business growth.
• Work with internal and external teams as required to ensure alignment with brand style, design, and tone of voice.

Key Performance Metrics

• Increased Brand Awareness
• Lead Generation
• Website traffic
• Social Media Traffic
• Brand Engagement and Retention

Requirements

• 2-4 years of experience in storytelling, content marketing, corporate communications, or journalism. 
• Strong ability to translate financial concepts into engaging stories for diverse audiences. 
• Experience working with financial services, investment firms, or fintech companies is a plus. 
• Proven expertise in content strategy, scriptwriting, and digital storytelling. 
• Excellent writing, editing, and communication skills.
• Experienced in a customer driven environment and working with targets
• Experience with stakeholder and client management
• Experience with design, video and video editing, photography

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Job Summary

• Ensure that Clients’ real estate needs are met Create strategic developments that meet market needs and translate into profit for the company.

Job Details

STRATEGIC:

• Source for Real Estate opportunities for Corporate Investment
• Prepare detailed decision aiding investment cases for each real estate investment opportunity
• Effective management of existing/ongoing projects towards income generation
• Ensure Real Estate Target for the period is met
• Effective proactive coordination of third parties
• Preparation of the Real Estate Budget for the year

OPERATIONAL:

• Technical Analysis for Real Estate Clients
• Valuation, Modelling and Report Writing for Real Estate Unit
• Drive the sales/lease of properties under management by preparing marketing pitches relevant to the target market.
• Oversee Clients Investment under management and prepare comprehensive monthly reports on clients’ Real Estate Portfolio

Any other assignment as may be assigned by your supervisor

Requirements

Qualification/Education:

• BSc in Real Estate, Economics, Accounting, Finance or other relevant disciplines.
• An MSc. In Real Estate Management, Finance, and Operations Research will be an added advantage.

Work Experience:

• Minimum of 2 years’ experience in a similar position.

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Job Summary

• Attend to all shareholders' complaints as it relates to missing or outstanding corporate actions. Investigating all claims and ensuring adequate reconciliation and update of Clients' and shareholders accounts

Job Details

• Conduct periodic checks on all stocks related transactions (transaction call-over, stock reconciliation e.t.c) and reporting on same.
• Liaise with appropriate individuals to articulate reasons for exceptions and request additional information / updates.
• Researches and then resolves out-of-balance condition in clients' accounts by liaising with CSCS for relevant information/details.
• Raising appropriate correction entries based on reconciliation outcome and liaising with ICT for necessary adjustments.
• Writing shareholders / stockbrokers for refund or buy-back of reconciliation deficits, where applicable.
• Ensure full reconciliation of client account holdings between estock and CSCS records after diskette update.
• Review transaction documentation, status and accuracy levels in-line with agreed processes and SLAs.
• Reconciling discrepancies on global shareholding registers of client companies.
• Actively participate in the stock reconciliation exercise to determine the extent of misstatement of client account position and work with the team leadership in developing and implementing a sustainable reconciliation process going forward.
• Any other assignment as may be assigned by your supervisor

Requirements

• BSC in any management science/social science related discipline preferably in accounting. Finance, Business Administration
• Minimum of 2 years post NYSC work experience
• Experience with a similar position in the banking sector/financial services sector

Skills/Knowledge

• Personal Skill
• Numerate, thorough and intelligent.
• Good analytical skill
• Pay attention to details.
• Communication skill. (Written/Oral)
• Ability to convey reconciliation results in clear, brief and unambiguous terms.
• Ability to think outside the box and methodically
• Professionalism
• Possession of atleast intermediate knowledge of share registration.
• Computer Literacy.
• Proficiency in the use of Microsoft Office applications