Client Query Resolution Specialist

Role purpose:

Curo will be creating a new Client Query Resolution Team (QRT), which will form part of the broader Operations. The team will be a central point for receiving all Client queries and the individuals in the team will need to draw on their end-to-end Investment administration knowledge to resolve the queries and revert to the Clients within the agreed timeframes. Having good prioritisation skills, being a self-starter, ability to multi-task and problem solve; good written and verbal communication skills will be key to securing a role in this team. The individual will also need to assist the Query Resolution Manager in identifying trends in queries received and provide suggested actions on how to mitigate the trends and ultimately reduce the number of queries over time.

The individual will also assist with performing some analysis on Client requests.

As the individual will be client facing, will need to conduct themselves in a professional manner and be client focused in their approach.


Specific duties

Engage with Clients on their queries via telephone, e-mail or via the query portal.

For queries received telephonically, log on the Curo query system.

Investigate and resolve queries within agreed timeframes

Ensure that the portal is updated with relevant and timely progress on queries.

Identify trends in queries received and provide input reducing the number of queries.

Assist the Query Resolution Manager with administration tasks, as delegated

Being established as a key point of contact for the Client.

Review and distribute incidents on weekly basis. Also ensure BarnOwl is updated with the final version of the incident

Create Risk Exposure Reports (RER) for material incidents and ensure payment is actioned 
Competencies: Experience, Skills and Behavioural Attributes


Self-starter

Ability to Prioritise

Ability to multi-task

Good written and verbal communication

Good problem solving ability

Client Focused

Professional

Ability to listen

End-to-End knowledge of Investment Administration processes.

Investment administration industry knowledge

Be an Ambassador of the Curo values
 Education


BCom or Equivalent qualification

Be competent in Office (excel, word, PowerPoint)

Up to 5 years’ experience in an investment administration role

Client facing experience will be an advantage