Customer Experience Intern
Job Ref. No. JAML050
Role Purpose
- The
Customer Experience Intern is responsible for supporting the delivery of
exceptional client experiences by assisting in client inquiry resolution,
engagement initiatives, and feedback analysis to enhance client
satisfaction and loyalty. This role focuses on supporting client
onboarding, documenting interactions, and contributing to process
improvements to strengthen JAML’s client-centric culture. The intern will
gain practical experience in client relationship management and contribute
to positioning JAML as a leader in wealth and institutional management
solutions. This position reports to the Customer Experience Manager and
works closely with the Customer Experience, Business Development, and
Portfolio Management teams.
Key Responsibilities:
Strategic and Business Development Functions:
Client Engagement and Support
- Assist
in responding to client inquiries regarding investment products, account
management, and service processes, ensuring timely and accurate support.
- Support
the execution of client engagement initiatives, including onboarding
sessions, product updates, and feedback surveys, to enhance client
satisfaction.
- Collaborate
with Business Development and Portfolio Management teams to ensure
seamless client experiences during onboarding and ongoing interactions.
Documentation and Feedback Management
- Document
client interactions and feedback using CRM systems (e.g., Salesforce) to
maintain accurate records for audit and follow-up purposes.
- Assist
in resolving client issues and managing suspense accounts under
supervision to uphold service quality.
- Support
the preparation of client communication materials, such as product guides
or newsletters, to promote engagement.
Process Improvement and Analysis
- Analyze
client feedback to identify trends and opportunities for improving
customer experience and service delivery.
- Contribute
to process improvement initiatives by providing insights from client
interactions and supporting the implementation of digital tools.
- Assist
in streamlining client interaction workflows to enhance operational
efficiency.
Compliance and Governance
- Ensure
all client interactions and documentation comply with relevant regulatory
frameworks (Capital
- Markets
Authority, Data Protection Act) and internal audit standards.
- Maintain
accurate and comprehensive records of client engagement activities to meet
audit, reporting, and quality assurance requirements.
Key Competencies:
- Client-Centric
Focus: Strong commitment to delivering exceptional client experiences and
building trust.
- Communication
Skills: Excellent written and verbal communication skills for engaging
clients and collaborating with teams.
- Analytical
Thinking: Ability to analyze client feedback and identify actionable
insights for improvement.
- Attention
to Detail: Precision in documenting interactions and ensuring compliance
with procedures.
- Stakeholder
Collaboration: Proven ability to work effectively with cross-functional
teams to achieve customer experience objectives.
- Adaptability:
Eagerness to learn and adapt to new tools, processes, and industry
trends.
- Ethical
Conduct: High standards of integrity, confidentiality, and professionalism
in handling client data and interactions.
Education Requirements:
- Bachelor’s
Degree in Business Administration, Finance, Marketing, Customer Service,
or a related field from a recognized university.
- Coursework
or certifications in Customer Service, Finance, or Investment Management
is an added advantage.
Relevant Experience:
- 6-months
of work experience required; previous internships, volunteer work, or
projects in customer service, financial services, or client engagement is
a plus.
- Familiarity
with CRM systems (e.g., Salesforce) and Microsoft Office (Excel, Word,
PowerPoint) is desirable.
- Exposure
to financial services, insurance, or asset management sectors through
coursework or projects is an advantage
How to Apply
If you are qualified and seeking an exciting new challenge,
please apply via recruitment@jubileekenya.com quoting
the Job Reference Number and Position by 25th May 2025. Only shortlisted
candidates will be contacted.