Client Experience Administrator

SUMMARY:
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POSITION INFO:

About the company

Our client is a leading foreign exchange intermediary, providing individuals and businesses with

expert guidance and preferential rates for their international transfers. They pride themselves on delivering a professional, personalised, and transparent service that helps their clients make the most of their money when moving it across borders.

The role

The Client Experience Administrator will process our individual and corporate client registrations. They will be responsible for identifying the client’s requirements and supporting first-time clients throughout the sign-up process as well as assisting existing clients with new functionalities, including handling different client queries.

They will be required to conduct transactional and ongoing due diligence on all clients. A successful candidate will have a keen mind for compliance and administration. This includes working in accordance with the FICA Act to mitigate risk of money laundering and terrorist financing. They will have excellent interpersonal skills and impeccable written and oral communication ability.

Responsibilities and Duties

• KYC “Know Your Customer”– FICA, risk rating, PEPs & due diligence
• Opening of accounts with banking partners
• Compliance checks and creation of documents sent to clients
• Process flow management on the CRM system
• Database management
• Conversion of registrations and new FTCCs
• Management of bank audits and remediation
• Liaising with banks AML department and reporting of any unusual or suspicious transactions
• Taking of incoming calls for new client queries
• Filing and other administrator task as and when they are required
• Liaise with relevant banking partners’ Exchange Control Departments for all South African Reserve Bank related queries

Requirements

Key Competencies

• Principles and ethics: Adhering to good practice and ethical principles and values.
• Good work ethic with a willingness to go the extra mile and work as a team player.
• Must be motivated, energetic and committed to the role.
• Meticulous: Impeccably accurate with a keen eye for detail.
• Service delivery: Delivering results and exceeding customer expectations.
• Excellent interpersonal skills and the ability to work effortlessly with clients and the team. Displays gravitas & emotional maturity.
• Adaptability: Modifies approach in the face of new demands. Supports change initiatives, adjusting their actions appropriately when presented with additional information. Rises to new challenges.
• Efficiency: Organised with excellent diary and time management skills. Makes timely decisions and accepts accountability for own actions, working well under pressure.
• Committed to targets and deadlines and able to multitask efficiently.
• Presentable: Neat, tidy, presentable and professional in appearance and manner.
• Communication: Excellent written and oral communication ability. Impeccable telephone etiquette. Able to handle difficult client queries politely and effectively.

Qualifications & Experience

• Qualifications: Matric. Relevant tertiary degree / diploma advantageous.
• Experience: Client liaison / administrative experience.