Job Description

Closing Date 2024/07/16
Reference Number MMH240708-14
Job Title Client Liaison Officer
Position Type Permanent
Role Family Client Services
Cluster Momentum Securities
Remote Opportunity None of the time
Location - Country South Africa
Location - Province Gauteng
Location - Town / City Sandton
IntroductionMomentum Securities provides a full range of stockbroking services supported by strong management and administrative capabilities. We pride ourselves on product innovation and client service. One of our key strengths is our ability to devise solutions for your individual needs, with all our expertise at your disposal. We provide a full range of stockbroking solutions including traditional trade executions (non-discretionary/self-managed portfolio), an advisory portfolio,
full-service stockbroking services and specialist research integrating both a macro and micro market view.
Role PurposeThe purpose of the Client Liaison Officer is to provide responsive service to clients, that creates a positive client experience and represents the brand of Momentum Securities. This includes supporting internal capabilities in their endeavour to service clients needs, which may be both centrally and regionally driven.
RequirementsQualifications:

• Matric
• Studying towards a degree.

Experience:

• 2-3 years experience in a similar role in the financial services industry (Stockbroking experience will be an added advantage)
• Working knowledge of processing FICA documents and mandates
• Practical and relevant experience within an investment service environment where you had to build strong relationships, enable ease of doing business, grow and maintain the business, and more, will be a great advantage.
• Demonstrated knowledge of customer service principles and practices
• Proficiency in Microsoft: Windows, Word, and Excel

Duties & ResponsibilitiesAdministration Support:

• Ensure that all documentation requirements for client transactions are dealt with as required by our relevant regulators.
• Ensure delivery and good client experience through monitoring and tracking all active queries through to completion whilst ensuring the client is updated until query/transaction is complete.
• Ensure delivery on effective processes by ensuring all transactions and queries are delivered within the agreed timelines as set out in our service level agreements with clients both internal and external.
• To ensure client engagement, proactively ensure daily proxies, letters, presentations, and daily reports are submitted to portfolio managers and dealers respectively.
• Ensure the processing of invoices and handle securities-based lending tasks, including collating applications and supporting documents, conducting client background checks, obtaining approvals, and maintaining registers.

Client support and relationship management:

• Client requests and queries are resolved efficiently and satisfactorily.
• Ensure that client instructions are captured and processed validly and accurately the first time, meeting set service-level timelines and quality standards.
• Ensuring reputational and financial risks are effectively managed through accurate processing of instructions and interactions with both internal and external clients.
• Ensure that all necessary information, documentation, and signatures are accurately obtained and compliance requirements are met, resulting in a seamless and enhanced service experience through effective telephone communication.
• Ensuring relevant, accurate, and timely operational and service reports based on weekly activity and performance are delivered.
• Ensure clients experience is positive, seamless, and professional service in every interaction, enhancing their satisfaction and trust.
• Ensuring client confidentiality is maintained, at all times.
• Ensure the management of correspondence resulting from investigations (written/e-mail/telephonic/fax) and updating clients informed every step of the way, without fail or exception.
• Ensure strong working relationships are built and maintained with existing, potential clients.
• Ensure client retention activities are supported by identifying and exploring opportunities to enhance client engagement.
• Ensure a good client experience by contributing to a culture of identifying and recommending improvements and changes that will facilitate the client experience, enhance cost effectiveness, increase operational efficiency, and reduce any risk or threats.

Internal Stakeholder engagement:

• Ensure internal stakeholders are kept abreast of current work status and priorities by providing daily updates.
• Ensure that all actions and decisions from weekly operational meetings with management are effectively implemented.
• Ensure that vital processes are adhered to by proactively engaging the relevant business departments involved .
• Ensure proper processes are followed by adhering to product, legislative and compliance processes, and procedures at all times.
• Ensure the effective management of the broker onboarding process flow.
• Ensure that all stakeholders are knowledgeable of all new processes and documents by being a point of contact for potential and existing clients, channeling appropriate information to stakeholders from investment and operational streams.

Areas of specialization, specific to each role/regionPortfolio Management Support

• Ensure the delivery of satisfactory administrative processes by providing comprehensive support to Portfolio Managers and Dealers, which includes document management, mandate processing, debit follow-up, payment assurance, and client interaction.
• Proposals and presentations are prepared in line with requirements to support the strategic intention of the Portfolio Manager and Dealer in their client engagements.
• Ensure Portfolio Managers and dealers are supported in the management of local corporate actions.
• Ensure that Portfolio Managers and dealers are supported with specialised product knowledge and information, such as Structured notes.
• Ensure compliance with service level agreements regarding fees and brokerage scales.
• Ensure the accurate and timeous placement of currency trades and requesting of transfer of client funds.
• Ensure that broker offices are trained on processes and have the correct and updated documentation required at all times.

Institutional and corporate clients support

• Ensure the smooth execution of daily operations by assisting the Portfolio and dealer day-to-day responsibilities, which includes reporting (liquidity reports, shareholding and/or unit trust and SBL).
• Ensure compliance with service level agreements regarding fees, brokerage scales, and sharing agreements.

Competencies

• Checking things: Is meticulous in finding errors; ensures accuracy by being thorough and checking details; produces high quality work by being detailed.
• Examining information: Analyses and processes information; asks probing questions; strives to find solutions to problems.
• Following procedures: Conforms and adheres to rules; closely follows instructions and procedures; minimises risks by sticking to processes.
• Managing tasks: Manages tasks by being organised and methodical; plans activities systematically; sets priorities for tasks.
• Taking action: Takes action to make things happen; uses initiative to start things up; shows drive and invests personal energy.
• Upholding standards: Behaves ethically and justly; is discreet and maintains confidentiality; meets commitments by acting with integrity.
• Deciding and Initiating Action: Makes prompt, clear decisions, which may involve tough choices or considered risks. Takes responsibility for actions, projects and people. Takes initiative, acts with confidence, and works under own direction. Initiates and generates activity.
• Delivering results and meeting customer expectations: Focuses on customer needs and satisfaction. Sets high standards for quality and quantity. Monitors and maintains quality and productivity. Works in a systematic, methodical, and orderly way. Consistently achieves project goals.

PolicyWe are committed to Employment Equity, diversity and inclusion when recruiting internally and externally. All appointments are made in alignment to our Employment Equity goals and we encourage people with disabilities to apply.

Momentum Metropolitan