Britam is seeking motivated and detail-oriented individuals to join its operations team as Client Support & Operations Assistants for a fixed-term period of five months. This position offers a unique opportunity to contribute to the efficient handling of client service requests, operational support, and process improvement initiatives in a fast-paced financial services environment. The role is based in Nairobi, Kenya, and is available on a full-time contractual basis, with two openings currently available.
The successful candidates will serve as the first point of contact for Financial Advisors (FAs), ensuring that inquiries, client instructions, and service requests are handled promptly and professionally. They will be responsible for managing communication channels, maintaining accurate service records, processing documentation, and ensuring seamless coordination between internal teams to meet service standards.
This position requires a combination of strong communication skills, attention to detail, and operational efficiency to uphold the organisation’s commitment to delivering timely, accurate, and client-focused services.
Job Purpose
The Client Support & Operations Assistant will provide frontline support to Financial Advisors by managing incoming communications through emails and phone calls, acknowledging receipt of client instructions, logging service tickets in the CRM system, uploading documents to the Document Management System (DMS), and responding to routine inquiries and complaints. For more complex issues, the role will involve escalating matters to appropriate parties while maintaining oversight until resolution.
The role will also support operational processes by ensuring accurate logging of activities, collaboration with internal departments such as Claims, Underwriting, and Policy Administration, and contributing to continuous process improvement initiatives.
Key Responsibilities
1. Communication Handling
- Monitor and respond to all email and phone queries from Financial Advisors in a timely and professional manner.
- Acknowledge receipt of client instructions and supporting documents promptly, ensuring professional communication standards are maintained at all times.
- Provide accurate and concise information in responses to general inquiries, ensuring a high level of service delivery.
2. CRM Ticket Management
- Log service tickets in the Customer Relationship Management (CRM) system for all incoming requests and complaints.
- Categorise and assign tickets appropriately to ensure they are directed to the right teams for handling.
- Track the progress of tickets, follow up with relevant teams, and ensure timely resolution in line with service-level agreements (SLAs).
3. Document Management
- Review incoming documents for completeness, accuracy, and clarity before processing.
- Upload all received documents to the Document Management System (DMS), ensuring correct indexing for ease of retrieval and audit purposes.
- Maintain compliance with data protection policies and confidentiality standards during all document handling processes.
4. Issue Resolution and Escalation
- Address general inquiries and resolve routine complaints directly, applying problem-solving skills to provide efficient first-level support.
- Escalate complex or unresolved issues to relevant departments while maintaining responsibility for follow-up and closure.
- Ensure escalations are well-documented and communicated clearly to all parties involved.
5. Operational Support
- Keep accurate and up-to-date logs of all client interactions, requests, and resolutions to ensure traceability and accountability.
- Collaborate with internal teams, such as Claims, Underwriting, and Policy Administration, to facilitate smooth end-to-end service delivery.
- Participate in operational improvement projects aimed at streamlining processes and enhancing client and advisor support.
6. Compliance and Quality Assurance
- Perform all duties in compliance with internal policies, regulatory requirements, and service-level agreements.
- Take part in internal audits, system trainings, and quality assurance checks to maintain high operational standards.
- Contribute feedback and insights to improve compliance processes and service quality.
Knowledge, Experience, and Qualifications Required
- Bachelor’s degree in Business Administration, Finance, Customer Service, or a related discipline.
- Proficiency in CRM systems and Document Management Systems.
- Excellent written and verbal communication skills with the ability to convey information clearly and professionally.
- Strong organisational skills with a keen attention to detail.
- Ability to handle multiple tasks simultaneously and prioritise effectively in a fast-paced environment.
- A customer-centric and problem-solving mindset, focused on delivering high-quality service.
Contract Details and Work Arrangement
- Location: Nairobi, Kenya
- Organisation: Britam
- Job Type: Fixed-Term Contract (5 months)
- Contract Status: Full-time
- Shift: Day Job
- Number of Positions: 2
- Posting Date: 11 August 2025
- Application Deadline: Ongoing until filled
Britam is committed to maintaining a client-first approach in all operations. The Client Support & Operations Assistant role is central to ensuring that Financial Advisors and clients receive timely and accurate support in line with the organisation’s service standards.
