Client Service Manager (MT2) - Capricorn Private Wealth
Listing reference: capbw_003376
Listing status: Online
Apply by: 30 July 2026
Position summary
Industry: Banking
Job category: Banking, Finance, Insurance. Stockbroking
Location: Windhoek
Contract: Permanent
EE position: No
Introduction
Provide support to relationship-based onboarding of high net-worth affluent individuals through a pro-active, highly responsive personal approach to meet the financial needs and service expectations of high net-worth individuals. Pro-actively promote a relationship-based offering through operating as a dedicated support to the Private Banker. Maintain a high level of integrity, professionalism and ethical standards whilst building valuable long term relationships with customers
Job description
1.Customer Focus and Onboarding
- Deliver a high level of individualised service to assigned portfolio of Private Banker clients. Attend to customers requests promptly and, where appropriate, assist the customer with migrating to more convenient self-service channels.
- Deliver a superior level of Service (in terms of pro-activeness/ turnaround times and continuous feedback) to the portfolio of customers. Effectively resolve all customer enquiries, complaints and issues referred by the Private Banker or raised directly by the customer.
- Retain ownership of customer requests, complaints and applications – follow every task through to completion keeping the customer updated on progress.
- Assist Private Banker in developing a comprehensive calling/contact management programme for all customers within own portfolio.
- Assist in migrating qualifying customers (as defined by the segment value proposition) from the Branch to the Private Banking Suite.
2. Private Banking Processes
- Provide effective and efficient administrative support to the Private Banker.
- Assist the Private Banker in completing credit applications and credit reviews. Attend to credit-related correspondence in line with credit policies and procedures.
- Manage credit and operational risks as set out in compliance and credit guidelines.
- Ensure all limits are loaded (credit, withdrawal, electronic payment, etc.), market segment codes are correct, standard pricing charges are accurately loaded.
- Ensure activation and usage of transaction accounts, proactively monitoring any dormancy flags.
- Ensure that all customer and account records are in order and up to date. This includes filing, updating customer records on the bank system at every opportunity, etc.
- Establish and build knowledge and understanding of product and credit application processes to eliminate rework and ensure acceptable turnaround times for customers.
3. Customer Service
- Link all appropriate accounts to customer profile to ensure a true and full view of customer’s relationship with the bank.
- Attend to all correspondence relating to portfolio, including e-mails, phone calls, messages, documentation, faxes, etc.
- Interact frequently and build strong internal working relationships with enabler and fulfilment colleagues to ensure that Turnaround times and SLA’s are adhered to.
- Keep the Private banker informed of progress made on customer matters. Surface ‘bad news’, complaints and claims promptly and transparently.
- Follow through promptly and meticulously on instructions given by Private Banker.
4. SUCCESS INDICATORS
- Portfolio customer acquisition targets are met.
- Low dormancy/attrition - Customer retention targets are exceeded.
- Consistent high service scores achieved on the portfolio with strong word-of-mouth referrals.
- Satisfactory audit/ compliance/routine control assessments.
- Low error rate as a result of accurate and efficient service, good knowledge of customer requirements, good understanding of private banker expectations, good product knowledge and understanding of bank processes and systems.
- Speed, accuracy and quality with which instructions are carried out.
5. PROBLEM SOLVING, PLANNING AND DECISION MAKING
- Identify potential challenges & opportunities and generate possible solutions within the operational, credit and product guidelines and criteria.
- Take into account credit and product policies as well as segment and Group strategy to formulate solutions that benefit both the customer and the bank.
- Apply financial planning, credit and risk management principles (critical).
- Research the total potential customer relationship with the bank (transactional, lending, investment, wealth and corporate banking relationships) as well as the value of connection/ sphere of influence of the high net-worth individual when solving problems and suggesting solutions.
6. PLANNING
- Place appropriate emphasis on preparing for customer engagements to ensure that maximum value is added.
- Ensure that diary management is aligned with calling programme and that sufficient flexibility exists for customer appointments.
- Formulate annual, quarterly, monthly and weekly action plans to achieve portfolio sales and financial targets.
- Understand the long term implications of pricing, acquisition and sales strategies.
- Plan to build long term relationships that take into account the whole customer Life Cycle.
- Analyse customers’ financial behaviour, current product holding and short to long term financial needs to identify sales opportunities that are mutually beneficial to both the bank and the customer.
- Ensure that arrangements are made that someone is always available to attend to the portfolio of the Private Banker
7. DECISION MAKING
- Analyse and integrate new information promptly.
- Monitor changes in broader local market environment and changes in customer behaviour to identify opportunities or potential challenges that require rapid response.
- Assess situations quickly and take initiative within limits of authority. Seek assistance timeously.
Minimum requirements
QUALIFICATIONS
- Relevant business/financial degree or equivalent qualification.
- Up to 5 years experience in the banking industry