Job purpose:
To provide frontline support to Financial Advisors by managing incoming communications (emails and phone calls), acknowledging receipt of client instructions, raising service tickets in the CRM system, uploading documents to the Document Management System (DMS), responding to inquiries and complaints, and escalating unresolved matters to appropriate parties.

Key responsibilities:

Communication Handling:

• Monitor and respond to all email and phone queries from Financial Advisors.
   
• Promptly and professionally acknowledge receipt of client instructions and 
  supporting documents.

CRM Ticket Management:

• Log service tickets in the CRM system for all incoming requests and complaints.
   
• Accurately categorize and assign tickets for appropriate handling.
   
• Track ticket status and follow up to ensure timely resolution.

Document Management:

• Review documents for completeness and clarity.
   
• Upload all received documents into the DMS with proper indexing for efficient retrieval and auditing.
   
• Ensure all document handling aligns with data protection and confidentiality policies.

Issue Resolution and Escalation:

• Address general inquiries and routine complaints from FAs.
   
• Resolve first-level issues promptly.
   
• Escalate complex or unresolved issues while maintaining accountability until closure.

Operational Support:

• Maintain accurate logs of interactions, requests, and resolutions.
   
• Collaborate with internal teams (e.g., Claims, Underwriting, Policy Administration) to support end-to-end service delivery.
   
• Support initiatives aimed at process improvements in advisor support.

Compliance & Quality Assurance:

• Ensure all duties are executed in compliance with internal policies, SLAs, and regulatory standards.
   
• Participate in internal audits, system training, and quality assurance activities.

Knowledge, experience and qualifications required

Qualifications, Knowledge, and Experience Required:

• Bachelor’s degree in business administration, Finance, Customer Service, or a related field.
   
• Proficiency in CRM and Document Management Systems.
   
• Excellent written and verbal communication skills.
   
• Strong attention to detail and organizational skills.
   
• Ability to multitask and prioritize under pressure.
   
• Problem-solving and customer-centric mindset.

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