Front Desk Executive

Job Summary

To provide accurate, professional front office service to shareholders, stockbrokers, authorized representatives and other stakeholders, in person and through approved digital channels.

The role covers attending to inquiries, processing service requests, resolving complaints, and keeping accurate records, all within set turnaround times, internal procedures, and regulatory requirements.

It also promotes customer satisfaction and the use of the company's digital platforms.

Key Responsibilities

Attend to shareholders, stockbrokers, authorized representatives, and other stakeholders in a professional manner, both in person and through other approved service channels.

Onboard shareholders who visit in person onto ShareholderLive, and guide shareholders on how to access and use the available self-service channels.

Receive, review, and promptly forward completed hard copy requests to the Head Office for immediate attention and processing.

Process assigned transactions and workflow requests on ProcessMaker, making sure each one is complete, accurate, and in line with approval procedures.

Verify supporting documents and shareholder information for accuracy, completeness, and compliance before processing or escalating a request.

Follow up on customer inquiries, complaints, and service requests until they are resolved within the defined turnaround times (TATs).

Escalate unresolved complaints, complex inquiries, operational issues, and potential risks to the

Supervisor, Front Office, the Team Lead, Investor Services, the Head, Registrar Services, or other relevant units for action.

Respond to internal emails clearly and accurately, and keep proper records of the communication.

Carry out assigned daily call-over transactions and resolve any discrepancies in line with established controls and supervisory guidance.

Work with other internal units to resolve customer requests and complaints.

Protect the confidentiality, integrity, and accuracy of shareholder information, and comply with data protection requirements and internal information security policies.

Help reduce customer complaints and improve customer satisfaction, retention, and the overall customer experience.

Take part in team meetings, training sessions, and knowledge-sharing activities aimed at better service delivery and operational efficiency.

Perform any other duties assigned by the supervisor, front office, or head of registrar services.

Requirements

Qualification: HND or Bachelor's Degree in Business Administration, Accounting, Economics, Social Sciences, or a related field.

Experience: At least 1 year of experience in customer service, front office operations, preferably in the capital market, banking, or financial services. Prior exposure to registrar or share registration operations is an advantage.

Skills & Competencies:

Clear verbal and written communication, with a courteous and professional manner when dealing with the public.

Complaint handling and problem solving skills.

Attention to detail when verifying documents and shareholder records.

Working knowledge of Microsoft Office and workflow systems such as ProcessMaker, and the ability to guide shareholders on digital platforms such as ShareholderLive.

Time management and the ability to meet turnaround times and work accurately under pressure.

Awareness of data protection requirements, including the Nigeria Data Protection Act 2023, with a strong sense of confidentiality and integrity.

Teamwork and the discipline to follow procedures and escalate issues when needed

Key Performance Indicators

Percentage of service requests and ProcessMaker workflow items completed within TAT.

Accuracy of processed transactions (error and rework rate).

Percentage of complaints resolved within TAT and number of complaints escalated or in breach of TAT.

Customer satisfaction score for front office service.

Number of shareholders onboarded onto ShareholderLive and growth in the use of self-service channels.

Timeliness of forwarding hard copy requests to the Head Office.

Daily call over completed, with discrepancies cleared within the set timeline.

Number of data protection or confidentiality breaches (target: none).

Attendance at team meetings and training sessions.

Minimum qualifications

BA/BSc/HND

How to apply

Interested and qualified? Go to Premium Human Resource Solution Limited on docs.google.com to apply

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