Client Relations Officer – MTP – East Africa

About the role

The Client Relations Officer will act as the primary point of contact for MTP users in East Africa, ensuring smooth account onboarding, order management and issue resolution. You will support traders throughout the lifecycle of their transactions and help them navigate the platform’s features.

Key responsibilities

• Assist clients with MTP account registration, activation, login and migration.
• Guide clients in placing, amending, cancelling and monitoring buy and sell orders.
• Monitor client orders and follow up on pending, cancelled, rejected and executed transactions.
• Support CDS account setup, KYC verification and coordinate with internal teams to resolve discrepancies.
• Handle payment, refund and collection confirmations related to client trades.
• Respond to client queries via phone, email, WhatsApp and other channels, resolving complaints within defined turnaround times.
• Escalate technical or trading issues to IT, Stock Exchange, broker interface or relevant departments.
• Assist clients during system upgrades, platform migrations and new MTP version roll‑outs.
• Maintain accurate records of client requests, complaints, orders, payments and resolutions.
• Prepare periodic reports on MTP usage, client issues, migration progress and recurring complaints.
• Educate clients on MTP procedures, trading processes, settlement timelines and regulatory requirements.
• Coordinate with operations and finance teams to ensure successful trade settlement and client payments.

Required profile

• Minimum 5 years of experience in client relations, trading support or related financial services.
• Strong understanding of securities trading, order lifecycle and settlement processes.
• Proven ability to manage high‑volume client communications and resolve issues efficiently.
• Excellent written and verbal communication skills in English.

Required skills

• Proficiency with the MTP trading platform.
• Experience handling CDS accounts and KYC verification procedures.
• Effective use of phone, email and WhatsApp for client communication.