Client Service Officer Job Lofty-Corban Investment

Client Service Jobs. Lofty-Corban Investments Jobs

Location: Nairobi

Role Summary

To deliver exceptional client and administrative support for both Unit Trust and Pension products by ensuring seamless coordination between Lofty-Corban Investments Limited (Fund Manager), CPF Financial Services (Administrator), and clients.

The role ensures accurate client records, compliant onboarding, timely query resolution, and reliable support to both the sales and investment teams — thereby enhancing client satisfaction, retention, and operational excellence.

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Key Duties and Responsibilities

Client Relationship and Service Management

• Serve as the first point of contact for clients across phone, email, WhatsApp, and walk-in channels, providing accurate information and timely support.
• Facilitate client onboarding for both Unit Trust and Pension products, ensuring KYC completeness, form validation, and compliance with CMA and RBA requirements.
• Maintain real-time, accurate client data across fund administration and CRM systems, ensuring consistency between Lofty-Corban and CPF Financial Services records.
• Proactively update clients on transaction and account status, maintaining transparency and confidence.
• Resolve client issues promptly, escalating complex cases to the Senior Manager, Fund Administration.
• Prepare and distribute client statements, confirmations, and periodic performance summaries in collaboration with the Fund Admin team.

Pension Administration Coordination

• Liaise with CPF Financial Services on pension member registrations, contributions, withdrawals, benefit payments, and transfers.
• Track submission of contribution schedules and ensure accurate posting to member accounts.
• Support the generation and reconciliation of pension reports between the Administrator and Fund Manager.
• Monitor compliance with RBA reporting timelines and maintain pension documentation (Trust Deeds, policies, resolutions).
• Maintain confidentiality and data integrity in all member and employer records.

Investment and Sales Support

• Support the Sales and Relationship Management teams with client account setup, product information, and transaction follow-up.
• Prepare investment summaries, performance dashboards, and client insights for sales and marketing purposes.
• Coordinate inter-departmental communication between Sales, Investments, and Fund Administration to ensure synchronized client service delivery.
• Track and report client servicing metrics and feedback to management for continuous improvement.

Compliance, Reporting and Documentation

• Conduct first-level checks on client documents to ensure compliance with AML/KYC, FATCA, and data-protection standards.
• Assist in preparing periodic reports for Trustees, Custodians, and Regulators (CMA, RBA).
• Maintain structured filing (digital and physical) for all client correspondence and transaction records.
• Support audits by compiling relevant operational and client-level data.

Operational Excellence and Continuous Improvement

• Monitor and document client feedback to identify service gaps and propose improvements.
• Participate in process automation and CRM enhancement projects to improve efficiency.
• Ensure adherence to internal service level standards (SLAs) for client responsiveness and turnaround time.
• Promote teamwork, professionalism, and operational discipline within the department.

Qualifications and Experience

• Bachelor’s Degree or Diploma in Finance, Business Administration, Customer Service, or related field.
• 2–4 years’ experience in client service, pension administration, or investment operations within a regulated financial institution.
• Understanding of Unit Trusts, Pension Schemes (Umbrella, IPP, Segregated, IDD), and CMA/RBA regulatory frameworks.
• Proficiency in CRM systems, Fund Administration software (e.g., Unit Master, Fund Master), and Microsoft Office Suite (Excel, Word, PowerPoint).
• Strong communication, analytical, and problem-solving skills.

Core Competencies

• Excellent client communication and interpersonal skills.
• Strong organizational and administrative ability.
• Analytical thinking and attention to detail.
• Commitment to professionalism, confidentiality, and ethical conduct.
• Team player with a service-oriented mindset.
• Adaptability and learning agility in a dynamic environment.

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How to Apply

If you are up to the challenge and possess the necessary qualifications and experience, please send your CV only quoting the job title in the email subject (Client Service Officer) to hr@loftycorban.com

NB: Only shortlisted candidates will be contacted. If you do not receive any communication from us within two weeks of your application, kindly consider your application unsuccessful. We appreciate your interest and thank you for applying