A Personalised Customer Journey

The news broke in August 2019 that CIB Limited, part of the Capital International Group, had been awarded a provisional class 1(2) banking licence.

As we work towards this launch date, we are focused on ensuring that your client journey remains as seamless as possible as we embrace new digital services that will transform your investment journey.

To this end, we have made a number of key appointments and our new South African Client Engagement Team, led by Lee Basson, will be at hand to support you as we transition your business into the new digital proposition during 2020.

Lee will work alongside David Noon, Richard Johnson, Helen Jones and Samantha Dore from the Business Development Team and if you have any questions in this regard, will be happy to assist.

What is the purpose of your new role?

My new role as Client Engagement Team Manager has been created to ensure the onboarding process is an efficient and positive user experience. My day-to-day role will involve training new clients and intermediaries on how to use our digital platform in order to maximise its self-service capabilities and make the managing of accounts easier for the user.

Over time I will be building up and managing the Client Engagement Team as the manual onboarding processes are slowly phased out.

How will your experiences in your former position of Onboarding Manager assist you in this role?

From my previous role as Onboarding Manager, I have a firm understanding of the onboarding processes as well as the different types of accounts we offer and the challenges both our team and our clients regularly encounter. I have guided many clients through the detailed completion of account application forms and have built strong relationships with many intermediaries and private investors along the way.

What will be your main focus in the first few months?

It’s really important for the clients to get to know myself and the Capital team. Initially, I will focus on introducing myself to existing clients and being present during the onboarding process for all new clients. With a focus on individual guidance and training, we hope to ensure that applications are consistently completed to a high standard.

What will be the challenges your new role?

The application process for accounts is detailed and can be quite complex due to the regulations in place in our industry. Making sure the applications submitted are of a good standard will be my initial focus. The second challenge will be transitioning clients on to our digital platform. I want to ensure they understand how the system will improve their experience and provide them with adequate training to make the transition as smooth as possible.

Which aspects of your new position are you most excited about?

What I’m looking forward to most is building excellent relationships with our clients, gaining their trust and providing assistance to them. I want to really showcase the capabilities of our business and make sure that Capital International becomes a client’s first port of call for investment services.

Disclaimer: The views thoughts and opinions expressed within this article are those of the author, and not those of any company within the Capital International Group (CIG) and as such are neither given nor endorsed by CIG. Information in this article does not constitute investment advice or an offer or an invitation by or on behalf of any company within the Capital International Group of companies to buy or sell any product or security.

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