MICHELLE CHARLES
CLIENT RELATIONS CONSULTANT
Cape Town
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Financial Services industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
2003
2003
years of post-secondary education
Work History
Wealth Administrator
RMS Advisory
07.2023 - Current
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Managed onboarding of offshore bank account openings (UBS/Reyl/LGT/AfrAsia)
- Facilitated dealing trades between various stakeholders
- Supported training sessions for new hires ensuring consistent level of service across the team
- Participated in training programs to enhance product knowledge and customer service skills.
- Managed the drafting and distribution of monthly and quarterly reports to clients.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Client Relations Consultant
Old Mutual International
09.2019 - 06.2023
- Deals with client & adviser questions & queries via telephone and email
- Responsible for validation and completion of all OMI New Business applications / onboarding of clients.
- Provide operational support to OMI Offshore Specialist
- Responsible for updates to all stakeholders in the OMI value chain on progress of New Business applications
- Accountable for processing of transactions at point of contact
- Assists with training and coaching
- Assists with streamlining of processes
Client Relations Manager
Old Mutual Wealth
03.2007 - 08.2019
- Personal relationship management of selected financial planners
- Point of contact enquiry resolution
- Technical support to selected financial planner and branches
- Assist with new business and/or pipeline business
- Responsible for business complaints
- Business retention
- Maintain, record and track all complaints
- Build, maintain and strengthen the relationship and service experience with financial planners and branches
- Point of contact for internal & external escalations
- Media complaints responses
- Internal & External Arbitrator responses
- Complaints and trends reporting
- OM Exco complaints management
- Advanced technical knowledge assistance to business
- Service delivery to clients & advisors within business practice
Service Centre Consultant
Fairbairn Capital, Old Mutual
04.2006 - 02.2007
- Resolve customer enquiries via telephone and email
- Provide customers with product information
- Assist with processing of transactions
- Assist financial planners with requirements to process transactions
Education
Diploma - Bookkeeping, Financial Accounting
Varsity College
High school diploma - Matric - Grade 12
Grassy Park Senior Secondary
Skills
- Time management skills
- Problem resolution
- Client-focused
- Customer Service
- Quick learner
- Customer Satisfaction
- Client Relations
- Reporting
- Verbal and written communication
Personal Information
Gender: F
Timeline
Wealth Administrator
RMS Advisory
07.2023 - Current
Client Relations Consultant
Old Mutual International
09.2019 - 06.2023
Client Relations Manager
Old Mutual Wealth
03.2007 - 08.2019
Service Centre Consultant
Fairbairn Capital, Old Mutual
04.2006 - 02.2007
High school diploma - Matric - Grade 12
Grassy Park Senior Secondary
Diploma - Bookkeeping, Financial Accounting
Varsity College
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