Client Relations Officer – Mobile Trading Platform (MTP)

Paveway Africa Ltd is recruiting a Client Relations Officer – Mobile Trading Platform (MTP) on behalf of its client in the Capital Markets / Stock Brokerage industry.

The role is responsible for supporting clients using the Mobile Trading Platform (MTP), including account activation, trade orders, payments, KYC and CDS matters, complaints, and platform-related issues. The officer will also coordinate with clients, brokers, the stock exchange, and internal teams to help ensure smooth and efficient trading operations.

Responsibilities

• Assist clients with MTP account registration, activation, login, and account migration.
• Guide clients on how to use the MTP to place, amend, cancel, and monitor buy and sell orders.
• Monitor client orders and follow up on pending, cancelled, rejected, and executed orders.
• Assist clients with issues relating to CDS accounts, CDS numbers, KYC verification, and account activation.
• Verify client information and coordinate with relevant teams where CDS or account details are not reflected correctly.
• Follow up on payments, refunds, and collection account confirmations related to client trades.
• Respond to client inquiries through phone calls, emails, WhatsApp, and other communication channels.
• Handle and resolve client complaints professionally and within the required turnaround time.
• Escalate technical and trading-related issues to the IT team, Stock Exchange, broker interface team, or other relevant departments when necessary.
• Assist clients during system upgrades, platform migrations, and new MTP version rollouts.
• Maintain accurate records of client complaints, requests, orders, payments, and resolutions.
• Prepare periodic reports on MTP usage, client issues, migration progress, and common complaints.
• Educate clients on MTP procedures, trading processes, settlement timelines, and applicable requirements.
• Ensure client activities are handled in accordance with company policies, exchange procedures, and applicable regulatory requirements.
• Coordinate with Operations and Finance teams to ensure successful trade settlement and client payments.
• Follow up on unresolved issues until they are fully addressed and communicate the outcome to the client.

Requirements

• Diploma or Bachelor’s degree in Business, Finance, Economics, or a related field.
• 1–3 years of experience in client relations, operations, or client support within capital markets or stock brokerage.
• Good understanding of stock trading processes, CDS accounts, and settlement procedures.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and customer-service orientation.
• Proficiency in Microsoft Office and digital communication tools.