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Client Care Officer
Jamaica Money Market Brokers Limited(JMMB)
- St. Catherine
- Not disclosed
- Permanent full-time
- Updated 20/10/2023
- Recruiter
Addresses all queries relating to JMMB Group Visa Debit Card and Moneyline platform for Jamaica. Addresses all general queries outside of the financial planning discussion.
MAIN DUTIES & RESPONSIBILITIES:
- Accepts and responds to requests from Clients for financial solutions/services from the JMMB Group, through multi-channels including telephone, e-mails, moneyline messages, chatbot in-keeping with JMMB and regulatory standards.
- Initiate calls/emails/chats to Clients to promote and sell Group solutions/services with a drive to convert referrals to meet Company’s goals for revenue and profit.
- Hears Clients’ concerns, assesses the situation and provides financial advice for the development of their respective portfolios, to assist in meeting their financial goals, while observing the Company’s limits for risk exposure.
- Refers Clients to a Branch or other in-house expertise, as is appropriate and necessary to close a solution
- Assists with the Company’s service quality control by conducting client surveys, as instructed.
- Drives revenue by having FPC conversations with leads/prospects to increase the lead conversion ratio
- Acts as one of the mediums for disseminating, authorised information to clients.
- Interviews Clients as part of the needs discovery process (e.g. clarify current financial position, identify their level of risk tolerance, suggest particular investment solutions that would assist in achieving a financial goal),
- Presents and discusses solutions relevant to identified needs through the financial planning conversation, providing advice which excite and guide clients in planning their financial portfolios to achieve their financial goals.
- Has a clear, precise conversation with each Client to help to him/her make appropriate choices, within JMMB Group products/services (e.g. understand financial concepts, the options available, understand the risk involved in making investments)
- Attends and actively participates in meetings and training sessions assigned
RELATIONSHIP BUILDING/ AFTER SALES CLIENT CARE SERVICING:
- Logs or processes Client transactions as per their requests and in keeping with the law and JMMB Client Care standards.
- Follows up with the relevant departments to ensure that the client is complete and the Client Care Log closed
- Hears, helps to define and to address Client concerns, escalating the situation as required
GENERAL
- Keeps abreast of procedures to inform clients
- Expert understanding of GVD product & process and Moneyline platform capabilities as well as participating in any training to enhance job knowledge
- Performs any other duties assigned
- Promotes the JMMB’s philosophy of the Vision of Love and its unique culture.
- Is engaged in the transformation process for the continuous improvement of the JMMB and its associated companies.
EDUCATION, TRAINING & WORK EXPERIENCE REQUIRED:
- First Degree in a Business related discipline, eg. - Finance, Economics, or Accounting
- Licensed by the Financial Services Commission or a suitable candidate for licensing.
- 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. Working knowledge of Cisco or other Call Centre telephone systems would be a distinct asset.
- Proficient in the use of computers, particularly spreadsheets and word-processing
- At least three years’ work experience in Customer Service, in a financial institution. Experience with financial solutions would be a distinct asset.
Ref: Client Care Officer
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Jamaica Money Market Brokers Limited(JMMB)
- 6 Haughton Terrace, Kingston 10, Jamaica W.I.