Client Support Executive

Job Purpose

The Client Support Executive is responsible for delivering exceptional support to clients throughout the account opening and post-onboarding process. The role ensures client applications are processed efficiently, documentation requirements are fulfilled, and client queries are resolved promptly while maintaining a high standard of service. The position works closely with internal departments to provide a seamless client experience and support business objectives.

Key Responsibilities

• Review and process client account applications in accordance with internal policies and compliance requirements.
• Proactively contact clients to obtain any outstanding identification, proof of address, or supporting documentation required for account verification.
• Liaise with Compliance and KYC teams to facilitate timely account approvals and resolve documentation-related queries.
• Translate client documentation where required to support the account review process.
• Respond to client enquiries via phone, email, live chat, and other communication channels in a professional and timely manner.
• Provide accurate information on products, services, account status, and operational processes.
• Work closely with Operations, Account Management, Business Development, and other internal teams to ensure efficient resolution of client requests.
• Maintain accurate records of all client interactions and updates within the CRM system.
• Manage assigned workflows effectively, ensuring service level agreements (SLAs) and internal turnaround times are consistently met.
• Escalate complex client issues to the appropriate departments while ensuring timely follow-up and resolution.
• Build and maintain strong client relationships by delivering a high level of customer service and professionalism.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance processes and the overall client experience.

Qualifications & Experience

• Bachelor's degree in Business Administration or a related field preferred.
• 1–3 years of experience in client support, customer service, account management, or a similar role, preferably within the financial services or brokerage industry.
• Experience working with CRM systems and client onboarding processes is an advantage.

Skills & Competencies

• Excellent verbal and written communication skills in English.
• Additional languages are an advantage.
• Strong customer service and relationship management skills.
• Excellent organisational and time management abilities.
• High attention to detail and accuracy.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and interpersonal skills.
• Proficiency in Microsoft Office applications and CRM platforms.
• Ability to work independently while collaborating effectively within a team.

Key Performance Indicators (KPIs)

• Client enquiry response and resolution times.
• Account onboarding turnaround time.
• Accuracy and quality of account processing.
• SLA compliance.
• Client satisfaction and service quality.
• CRM data accuracy and completeness.