Team Member - CS Coordinator

1.        Client Query Resolution:

   - Serve as the main contact between the CS and Operations teams to address and resolve client queries.

   - Analyse and interpret client issues, coordinate with relevant departments, and provide timely and accurate solutions.

   - Follow up with clients to ensure satisfaction and resolve any outstanding issues.

2.       Document Processing:

   - Review, process, and verify client documentation as per company standards and regulatory requirements.

   - Maintain accurate records and files of client documents, ensuring data integrity and confidentiality.

   - Coordinate with CS and Operations teams to ensure all documentation is completed and submitted in a timely manner.

3.       Client Visits:

   - Greet and attend to clients visiting the Head Office, ensuring a professional and welcoming experience.

   - Assist clients with their inquiries, provide necessary information, and guide them through the visit process.

   - Coordinate with relevant departments to address client needs and schedule appointments or meetings as required.

4.       Communication and Coordination:

   - Facilitate effective communication between the CS and Operations teams to ensure alignment on client-related issues.

   - Organize and participate in regular meetings with both teams to review and address ongoing client concerns.

   - Provide feedback to both teams to improve processes and enhance client satisfaction.

5.       Retention Calling and Client Communication:

  - Conduct retention calls to existing clients to ensure continued satisfaction, address any concerns, and identify opportunities for further engagement.

   - Send professional and timely emails to clients to communicate updates, resolve issues, and provide information as needed.

   - Make outbound calls to clients to inform them of the status of their requests, providing clear and accurate information.

6.      Administrative Support:

   - Handle administrative tasks related to client interactions, including scheduling, correspondence, and record-keeping.

   - Prepare and maintain reports on client interactions, documentation status, visit logs, and call activities.

7.       Compliance and Quality Assurance:

   - Ensure compliance with company policies, procedures, and industry regulations in all client interactions and documentation processes.

   - Participate in quality assurance initiatives to continuously improve client service and operational efficiency.