Retail Investment Advisor at NCBA Group

Job Purpose Statement

The purpose of this role will be to support investing retail clients in the whole journey of interacting with investment solutions offered by NCBA Investment Bank. The role shall be the first point of contact for retail clients who enquiries into the NCBA wealth management products offering and/or wish to open investment accounts. 

Key roles entail;

• Providing customer services to optimize customer satisfaction, guiding clients in exploring and making investment decisions and throughout the investment account opening process and support after the accounts are set up.
• Ensure NCBA-IB risk management policies and procedures are adhered throughout the customer engagement journey.
• Provides training to and coordinates activities of relevant customer-contact staff at branches and other stakeholders who form part of the business development network to
• drive growth.

Key Accountabilities (Duties and Responsibilities)

Financial 30% 

• Providing investment advise to clients seeking to invest in NCBA Collective Investment Schemes and other products.
• Cross selling other wealth management products to collective schemes investors, in close coordination with business development managers and Investment

Managers

• Growth on overall client collective Investment schemes clients and average AUM per client.
• Offer support to other business units to enhance client acquisition and retention through participating in joint
• client calls, activations and other marketing activities

Key Accountabilities (Duties and Responsibilities)

Output

• Follow up on leads and referrals with the intention of speedy closure.

Internal Business Processes 25% 

• Processing client’s account opening and instructions on systems to ensure minimal errors.
• Working closely with the Operations team for timely and accurate processing of account opening, investment and liquidation of instructions.
• Minimize exposures to and impact of risks by ensuring appropriate KYC, AML procedures.
• Logging of client queries in line with the Customer Complaints Handling policy
• Seeking approval from Client Service Manager for exceptions to the KYC process.
• Offer support to internal stakeholders on matters wealth management.

Customer 40% 

• Provision of appropriate investment advise to retail clients on investment solutions.
• Timely and effective handling of customer requests and queries
• Ensure high quality of Client servicing and experiences and adherence to promised TAT’s. 100% adherence to set turnaround times on client requests including responding to client queries within 24 hours and appropriate escalations applied to unresolved issues
• Offer appropriate investment solutions to meet client specific needs
• Quality interactions with stakeholders being professional and courteous when communicating with clients at all touch points: E-mail, telephone and face to face
• Ensure minimal Client Complaints due to lack of support or no response & Adherence to procedures

Learning and Growth 5% 

• Take charge of own growth and development needs through seeking on the Job training and enrolling in relevant in-house and external courses.

Job Specifications

Academic:

• University Degree in Business related course.
• Working towards ICIFA and/or CISI membership.

Desired work experience:

• At least 2 years’ in customer services or experience in Unit Trusts client service or front office operations