Service Specialist – Investment Wealth Department at Momentum (2024-05 – 2026-06)
Service Specialist in Investment Wealth Department responsible for investment administration, transaction processing, and client servicing.
- Accurately captured and processed new business, additional investments, and ad hoc client instructions within agreed SLAs and quality standards.
- Executed transactional indexing and end-to-end instruction processing with a strong focus on first time-right accuracy.
- Ensured full compliance with legislative, product, and Treating Customers Fairly (TCF) requirements while managing financial and reputational risk.
- Proactively obtained missing documentation and authorizations through effective stakeholder and telephonic engagement.
- Maintained consistent communication with Financial Advisers, admin staff, and Channel Partners throughout the instruction lifecycle.
- Supported and promoted digital platforms, assisting stakeholders with adoption and troubleshooting digital challenges.
- Researched, resolved, and followed up on client and intermediary queries in a timely and professional manner.
- Took accountability for achieving daily and monthly production, quality, and client satisfaction targets.
- Contributed to continuous improvement initiatives to enhance client experience and operational efficiency.
Customer Services Consultant – Investment Department at Standard Bank (2017-01 – 2023-12)
Customer Services Consultant responsible for investment instruction processing, compliance, customer query resolution, and risk management.
- Ensured strict compliance with Group Reference Guide (GRG) and ARIS Publisher procedures, maintaining adherence to legislative, regulatory, and internal policy requirements.
- Executed investment instructions from branches, customers, and business partners with a strong focus on accuracy, efficiency, and first-time-right processing.
- Applied the sunset principle to ensure timely processing and resolution of all outstanding instructions within defined turnaround times.
- Produced and maintained high-quality service and maintenance reports, meeting prescribed deadlines and quality standards.
- Updated and monitored performance dashboards for individual and team metrics by Close of Business (COB).
- Conducted daily reviews of service maintenance reports to proactively identify and resolve pending or overdue items.
- Managed personal and shared service mailboxes, validating customer instructions and documentation prior to processing.
- Loaded, updated, and maintained accurate customer and investment data across internal systems.
- Responded to and resolved investment-related queries from customers, branches, and business partners, providing timely and consistent feedback.
- Proactively followed up on outstanding queries to ensure end-to-end resolution and service continuity.
- Identified, logged, and reported errors, deviations, and discrepancies to the Team Leader in line with risk and governance requirements.
- Mitigated potential financial loss and operational risk through strict adherence to controls and escalation procedures.
- Ensured secure handling, storage, and filing of confidential client information in line with data protection standards.
- Identified, logged, and escalated potential risk and fraud cases on the ARM 5 system.
- Completed mandatory compliance and regulatory training within required timeframes to maintain ongoing certification and awareness.
Customer Services – Investment Department at Standard Bank (2016-03 – 2017-02)
Customer Services role providing administrative support and investment market research to support investment professionals and client decision-making.
- Assisted with investment market research and analysis to support informed decision-making and portfolio recommendations.
- Collaborated with senior investment professionals to evaluate investment opportunities and associated risks.
- Maintained accurate and up-to-date records of investment transactions and portfolio performance.
- Provided administrative support in the preparation of investment reports, presentations, and client communications.
- Monitored financial markets, economic indicators, and regulatory developments to remain informed of industry trends.
- Participated in training sessions and team meetings to build knowledge of investment products, strategies, and compliance frameworks.
- Supported the development and implementation of investment strategies aligned to client objectives and risk profiles.
Tele-sales Consultant at First National Bank (2011-12 – 2013-12)
Tele-sales Consultant responsible for outbound customer engagement, product promotion, and sales opportunity generation.
- Conducted outbound customer engagements to promote banking products and services, generating qualified leads and sales opportunities.
- Maintained in-depth knowledge of banking products, features, benefits, and competitive positioning.
- Performed comprehensive needs analysis to identify suitable financial solutions aligned to customer goals and preferences.
- Managed and updated CRM systems to track customer interactions, sales progress, and follow-up activities.
- Ensured full compliance with regulatory requirements, banking policies, and internal sales procedures.
- Identified and executed cross-selling and up-selling opportunities to maximize revenue and customer value.
- Effectively handled customer objections and concerns, providing accurate information and appropriate solutions.
- Built and maintained strong customer relationships through professional, empathetic, and ethical engagement.
- Consistently met or exceeded sales targets and performance metrics, contributing to overall business objectives.
