Client Care Officer

The Client Care Officer accepts and responds to requests from Clients for products/services from the JMMB TT Bank, whether received via telephone, facsimile or e-mails sent to the general mail, in-keeping with JMMB standards and the law.

Job Summary:
The Client Care Officer accepts and responds to requests from Clients for products/services from the JMMB TT Bank, whether received via telephone, facsimile or e-mails sent to the general mail, in-keeping with JMMB standards and the law. The incumbent assists with the Company’s service quality control by conducting client surveys, as instructed and promotes the JMMB’s philosophy of the Vision of Love and its unique culture. Also, engaged in the transformation process for the continuous improvement of the JMMB and its associated companies.

 Key Duties/Responsibilities:

• Answers the telephone and logs all calls handled.
• Acts as one of the mediums for disseminating authorized information to clients
• Responds to enquiries received via the telephone or the internet, with information on:
  • Client’s personal accounts. (after appropriate identification)
  • Rates being used by JMMB.
  • Cheque verification.
  • Regulatory agency requirements
  • Account balances
  • Moneyline services
  • Incoming and outgoing wire processed
  • Branch locations and addresses
  • Opening hours
  • Standing order (providing clients with process)
  • Card Support (providing clients with process
• Accept and process client request for
• • Cheque requests from client’s account
  • Equity requests
  • Statement and general letters
• Provides feedback to the Company based on information gleaned during daily interaction with clients.
• Refers Client to Branch or other in-house expertise, as is appropriate and necessary.
• Has a clear, precise conversation with each Client to help to him/her make appropriate choices, preferably with JMMB TT Bank products/services (e.g. understand financial concepts, the options available, understand the risk involved in making investments).
• Has a clear, precise conversation with each Client to help to him/her make appropriate choices, preferably with JMMB TT Bank products/services (e.g. understand financial concepts, the options available, understand the risk involved in making investments).
• Attends and actively participates in training sessions assigned.
• Performs any other duties which may be assigned from time to time

 Qualifications (Education & Certification):

• First Degree in Marketing, Communications or Management.
• Licensed to provide financial advice by a reputable institution
• Certified Telephone Operator.

 Experience:

• At least two years’ work experience in Customer Service, preferably in a financial institution.

• Working knowledge of the Altigen telephone system would be a distinct asset.

Other (Skills):

• Working knowledge of financial sector instruments, laws, regulations, ethics and professional jargon.
• Excellent oral communication skills. 
• Highly proficient in written communication.
• Working knowledge of one of the major foreign languages would be an asset
• Knowledge and understanding of Call Centre technology.
• Proficient in the use of computers, particularly spreadsheets and word-processing.