Assistant Shareholder Service Officer

1. Key Responsibilities:

1.1 Shareholder Service:

• Manage Shareholder calls, emails, and documents via the ticketing system.

• Address and resolve Shareholder queries and complaints through phone, email, letter, and face-to-face interactions.

• Verify documents from Shareholders for further processing.

• Process outstanding Shareholder dividends via Mpesa, RTGS, SWIFT, and cheques.

1.2 Documentation Management:

• Photocopy, scan, and ticket Shareholder documents for processing.

• File, retrieve, and upload signature specimen forms and other documents.

• Process immobilization and transmission documents from brokers.

• Post, print, and match cheques, and ensure timely dispatch of related documents.

1.3 Other Responsibilities:

• Assist and relieve staff in the department during peak periods or as needed.

2. Working Conditions:

• Office-based work from 8:00 AM to 5:00 PM, with possible extensions during high-demand periods.

3. Authority / Decision Making:

The role involves making decisions within the set policies and procedures of the Operations Department.

4. Expected Minimum Qualifications:

4.1 Academic and Professional Qualifications:

• Diploma in business or related field.

• Minimum grade C+ in English and Mathematics in KCSE.

• Proficiency in MS Word, Excel, and Outlook.

• Strong oral and written communication skills in English and Kiswahili.

4.2 Experience:

• At least 1 year of hands-on experience in Shareholder service or front-facing roles.

• No experience needed if a Degree Holder

5. Technical and Behavioral Competencies:

5.1 Technical Competencies:

• Strong analytical and letter-writing skills.

• Proficiency in MS Office (Word, Excel, Outlook).

5.2 Behavioral Competencies:

• Excellent communication and interpersonal skills.

• Good planning, organizational, and problem-solving abilities.

• Ability to work effectively under pressure.

• Team player with a result-oriented approach.