Client Engagement Specialist

The role of Client Engagement Specialist is to lead Optiva’s office-based Client Engagement team to convert 25% of qualified walk-in and inbound leads into multi-product fee income, while safeguarding HNW service standards, regulatory compliance, and data discipline across investment-immigration, international real- estate, and complementary financial-service products.

JOB RESPONSIBILITIES

A. Prospect Engagement

1. Welcome & profile all walk-ins/referrals; run a structured ≤ 30-min discovery and set clear next steps.

B. Consultative Selling

2. Map client goals to investment-immigration, international real-estate, and cross-sell options.

3. Produce a priced, optioned proposal within 24 hours, with assumptions and an acceptance path.

4. Handle objections using approved playbooks; loop in SMEs for legal/tax/fees; keep within compliance scripts.

C. Pipeline & CRM Discipline

5. Log every interaction on the same business day; maintain ≥ 95% mandatory fields, accurate stage/probability, and a dated Next Action.

6. Maintain healthy pipeline coverage and eliminate “orphan” leads.

7. Store documents/consents via approved channels only (SharePoint/secure links).

D. Follow-up, Conversion & Handover

8. Time-box follow-ups; convert proposals to closes; collect passport data page/CV and any intake docs.

9. Hand over a clean pack to the Executive Office within 30 minutes of payment; confirm receipt in Optimus.

10. Send a 5-sentence summary email to the client (cc RM/CE Lead) that mirrors the CRM Next Action.

E. Client Experience & Retention Support

11. Trigger NPS/pulse after visits; close the loop on detractors within 24 hours.

12. If a client gives poor feedback (low NPS), phone them within one business day, apologize, fix the

issue, and confirm they’re satisfied—then record what you did.

13. Run retention call-backs/campaigns for existing clients; surface upsell/cross-sell signals to RM/CE Lead.

14. Proactively check in with existing clients so they stay engaged (renew, refer, or buy again).

15. Meet a ≤ 4-hour response SLA to client/prospect messages during business hours.

F. Reporting, Insight & Continuous Learning

16. Submit a daily activity log and weekly pipeline report; flag blockers with owners & dates

17. Turn prospect feedback into script/process tweaks and track impact.

18. Complete quarterly product & sales-skills modules; stay current on programme changes and update talk-tracks/templates.

G. Collaboration & Governance

19. Coordinate with Marketing (events/leads), Processing (handover), Customer Support/Admin (scheduling).

20. Marketing (events/leads): Get the attendee list before events; confirm your outreach window after. Give Marketing feedback on which messages worked and which leads converted.

21. Respect AML/KYC and data-privacy boundaries; never give legal/fees advice beyond script; no cash handling follow escalation protocols.

22. Perform other duties as assigned within SOPs, SLAs, and compliance guardrails.

KEY SKILLS & COMPETENCIES

Ø Consultative selling approach: diagnose client needs before prescribing solutions

Ø Pipeline coaching and conversion optimization

Ø CRM & Excel proficiency for accurate data capture, quick sourcing, and analysis

Ø Strong objection handling: reduce fear or friction without overselling

Ø Event facilitation: translate attendance into qualified meetings and opportunities

Ø Microsoft 365 scheduling fluency: Outlook & Teams Calendar expertise (time-zone aware invites, agendas, Teams links, attendee management, and attached documents)

Ø Calendar discipline: schedules follow-ups immediately, maintains reminders, logs next actions, and resolves conflicts within 24 hours

Ø Executive presence with polished presentation and assertive yet empathetic client engagement style

Ø Strong communication and active listening skills

Ø Persuasion, negotiation, and closing ability

Ø Critical thinking and problem-solving orientation

Ø High emotional intelligence (EQ)

Ø Data-driven, process-oriented, and detail-focused

Ø Integrity, professionalism, and ethical decision-making

Ø Positive mindset, willingness to learn, and self-motivation