Call Centre Agent – Investment Services

About the role

The Call Centre Agent will be the primary point of contact for clients of CIC Insurance Group, handling inquiries related to investment products, account services and transactions. You will deliver professional, courteous service while adhering to regulatory and company standards in the asset‑management environment.

Key responsibilities

• Handle inbound and outbound client calls professionally and efficiently.
• Respond to inquiries about investment products, portfolio accounts, balances, transactions and statements.
• Assist clients with account opening processes, documentation requirements and service requests.
• Resolve customer complaints and escalate complex issues to the appropriate departments.
• Report suspicious activities or compliance concerns to management.
• Provide guidance on transaction procedures, including top‑ups, redemptions, switches and fund transfers.
• Verify client information and ensure proper authentication before discussing account details.
• Support clients in updating personal information and completing required documentation.
• Track and follow up on pending customer requests until resolution.
• Maintain detailed records of inquiries, complaints and resolutions.
• Prepare periodic reports on call volumes, customer feedback and service trends.
• Contribute to process‑improvement initiatives to enhance customer experience.
• Perform any other duties assigned by the Head of Unit Trust – Operations.

Required profile

• Bachelor’s degree from a recognized university.
• Minimum of 1 year experience in a busy call‑centre environment, preferably within financial services.
• Ability to follow Know Your Customer (KYC) and Anti‑Money Laundering (AML) procedures.
• Strong attention to confidentiality and data‑privacy standards.

Required skills