Client Engagement Officer

Role Overview

This role places you at the heart of Jubilee Asset Management’s client relationships, handling the daily flow of enquiries, account-support requests, and complaints across multiple channels. You will be the first point of contact for customers who need help understanding products, using the client portal, or resolving issues, and you will also take proactive steps to convert unfunded accounts into active ones. Your work directly impacts customer trust, retention, and the company’s reputation for dependable, personable service.

Key Responsibilities

• Respond to client enquiries about products, services, and promotional campaigns by phone, email, social media, and customer portals, ensuring clear and professional communication every time.
• Proactively reach out to customers with unfunded accounts, follow up persistently, and encourage them to fund their accounts to help the team meet its monthly targets.
• Guide clients through the customer portal, assisting with login issues, navigation, transaction queries, and technical troubleshooting so they can self-serve with confidence.
• Receive, investigate, and resolve customer complaints across all channels, escalating complex issues when necessary and making sure resolutions are delivered quickly and courteously.
• Collaborate with the fund services department to support accurate and timely processing of withdrawal requests, addressing any discrepancies that arise.
• Monitor customer feedback and engagement trends to identify service gaps, then recommend practical improvements that elevate the overall customer experience.
• Maintain accurate, confidential client records in line with data protection policies and regulatory requirements.
• Identify operational risks within customer service workflows, apply appropriate mitigations, and ensure every interaction complies with internal policies, service level agreements, and relevant industry regulations such as CIS, CBK, and RBA.

Requirements & Qualifications

• Bachelor’s degree in Finance, Business, or a related discipline; additional customer service training is a plus.
• At least 2 years of experience in a similar customer service role, with direct exposure to resolving enquiries and complaints effectively.
• Experience in the financial services industry is preferred, as is familiarity with asset management or fund administration processes.
• Strong verbal and written communication skills, enabling clear, calm, and accurate interactions with customers and internal teams.
• Active listening and empathy, allowing you to understand customer concerns and provide genuinely helpful support.
• Problem-solving ability and attention to detail, particularly when investigating issues, reviewing feedback, and maintaining records.
• Adaptability and teamwork, with the flexibility to handle shifting priorities and contribute to shared objectives.

What We Offer / Why Join

You will work in a culture that emphasises ethical practices, inclusive teamwork, and good corporate citizenship, with a supportive environment where your individual growth is taken seriously. The company encourages personalised development planning aligned with your career ambitions and the broader goals of the organisation. You will also have the opportunity to shape how customers experience the business by improving service processes and participating in engagement initiatives that directly influence satisfaction and loyalty.