CLIENT RELATIONS
OFFICER

Responsibilities

Customer Experience

• Manage all customer issues and resolve all complaints effectively.
• Manage all customer inquiries through phone calls and emails and ensure appropriate assistance in compliance with company policies and procedures.
• Develop and maintain professional relationship with colleagues and stakeholders to provide exceptional customer care services.
• Develop and maintain effective relationship with customers.
• Greet customers warmly and ascertain problem or reason for calling
• Interacting with clients and handling queries and complaints in a timely manner
• Act as the company gatekeeper
• Provide general support to visitors.
• Maintain an orderly workflow according to priorities
• Build a strong customer relationship management strategy to ensure customer satisfaction
• Coordinate activities with all other functions of the front office.
• Work with management on customer service initiatives.

3.2. Front Office / Reception & Meeting Room Management

• Serve as the first point of contact for visitors, clients, and stakeholders, ensuring a professional and welcoming reception experience.
• Manage the front desk efficiently, including handling all incoming calls, walk-in inquiries, and directing guests to the appropriate departments or personnel.
• Maintain a tidy and organized reception area that reflects the company’s professional image.
• Monitor visitor access and maintain security protocols, including sign-in procedures and visitor badges.
• Schedule and manage bookings for meeting rooms, ensuring availability, cleanliness, and proper setup (e.g., seating, AV equipment, refreshments).
• Coordinate with relevant teams to ensure meetings run smoothly, including IT support, catering, or administrative assistance when necessary.
• Ensure meeting rooms are prepared before and reset after meetings, maintaining cleanliness and functionality at all times.
• Manage the inventory and availability of meeting room supplies such as stationery, markers, notepads, and technical equipment.
• Liaise with building/facility management for any issues related to the front office or meeting rooms (e.g., lighting, air conditioning, repairs).
• Receive, sort, and distribute all incoming and outgoing mail, packages, and deliveries in a timely and secure manner.
• Provide administrative and logistical support to executives or departments for in house meetings and external appointments.
• Support emergency protocols by guiding visitors and staff during drills or real incidents as directed by safety officers.
• Manage the ambiance and professional atmosphere of the front office and meeting rooms.
  
  

3.3. Client Engagement & Communication Support

• Warmly receive and attend to all guests visiting the office.
• Receive, sign for, and distribute packages and mail from couriers or other sources. Manage email correspondence and inquiries via the Client Service group email.
• Handle incoming calls from clients, prospects, and vendors via the official business line. Implement service standards to maintain clients’ trust in the company’s understanding of their needs.
• Receive and log client complaints, identify causes, communicate resolutions, and coordinate follow-up with internal teams and escalate to the Unit Lead when necessary.
• Maintain client birthday information and initiate contact on special occasions to strengthen client relationships.
• Attend to client and prospect inquiries via the online chat platform.
• Attract and guide potential clients by responding to product and service inquiries and recommending suitable solutions based on their objectives.
  
  

3.4. Customer Onboarding Responsibilities

• Serve as the primary liaison for new clients throughout the onboarding process, ensuring a seamless and professional experience.
• Provide clear guidance to prospective clients on account opening requirements, documentation, and eligibility criteria.
• Assist clients with completing account opening forms and ensure all KYC (Know Your Customer) documentation is collected, verified, and filed in compliance with regulatory standards.
• Maintain up-to-date knowledge of regulatory requirements (e.g., SEC, CBN, NDIC) and internal compliance protocols related to client onboarding.
• Coordinate with internal teams (compliance, operations, IT) to activate accounts once documentation is verified and approved.
• Log and track the onboarding progress of all new clients, ensuring timely follow up and status updates are communicated.
• Welcome new clients through official communication channels (email, phone calls, or letters) and share onboarding materials such as product guides, investment policies, or FAQs.
• Schedule welcome calls or introductory meetings with relationship managers or portfolio advisors.
• Ensure new client data is accurately entered and maintained in CRM and record management systems.
• Monitor and report on onboarding turnaround times and flag delays or issues to relevant departments for resolution.
• 4.11. Gather feedback from new clients post-onboarding to help improve the onboarding experience and report findings to the Unit Lead.
• Provide administrative support for onboarding documentation audits or internal/external compliance reviews.
  
  

3.5. Assistant Administrative Officer Duties

• Provide day-to-day administrative support to ensure smooth operations across departments.
• Assist with document preparation, photocopying, scanning, and filing of physical and digital records.
• Support the maintenance and updating of internal databases, spreadsheets, and filing systems.
• Track and replenish office supplies and stationery; raise requisitions and maintain inventory records.
• Assist in organizing internal meetings, staff events, and training sessions, including preparation of materials and logistics.
• Follow up on administrative requests and ensure timely completion of tasks delegated by senior staff or the Admin Officer.
• Liaise with service providers and vendors under the supervision of the Admin Officer or Operations team.
• Ensure that shared office spaces (e.g., meeting rooms, break areas) are tidy, stocked, and well-maintained.
• Help enforce office procedures and protocols (e.g., visitor log, office access, internal approvals).
• Support HR or Finance teams with administrative tasks such as compiling reports, tracking attendance, or assisting with payroll documentation.
• Escalate facilities, equipment, or IT issues to relevant teams and follow up until resolution.
• Maintain confidentiality of sensitive company, client, and employee information at all times.