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.