Client Engagement Specialist at Optiva Capital Partners

About the Role

Join Optiva Capital Partners as a Client Engagement Specialist leading our office-based Client Engagement team. You will convert qualified walk-in and inbound leads into multi-product fee income while maintaining HNW service standards, regulatory compliance, and data discipline across investment-immigration, international real-estate, and complementary financial-service products.

Note: This is not a customer service role.

Key Responsibilities

Prospect Engagement

• Welcome and profile all walk-ins and referrals
• Conduct structured discovery sessions (≤30 minutes)
• Set clear next steps with each prospect

Consultative Selling

• Map client goals to investment-immigration, international real-estate, and cross-sell options
• Produce priced, optioned proposals within 24 hours with clear assumptions and acceptance pathways
• Handle objections using approved playbooks
• Engage subject matter experts for legal, tax, and fees guidance while maintaining compliance

Pipeline & CRM Management

• Log all interactions on the same business day
• Maintain ≥95% completion of mandatory CRM fields with accurate stage, probability, and dated Next Action
• Maintain healthy pipeline coverage and eliminate orphan leads
• Store documents and consents exclusively through approved channels (SharePoint/secure links)

Follow-up, Conversion & Handover

• Execute time-boxed follow-ups and convert proposals to closes
• Collect passport data pages and required intake documents
• Hand over clean documentation packages to the Executive Office within 30 minutes of payment
• Confirm receipt in the CRM system
• Send 5-sentence summary emails to clients (cc RM/CE Lead) that mirror the CRM Next Action

Client Experience & Retention Support

• Trigger NPS/pulse surveys after client visits
• Close the loop on detractors within 24 hours
• Contact clients with poor feedback (low NPS) within one business day; apologize, resolve the issue, and confirm satisfaction
• Document all actions taken to address client feedback
• Run retention callbacks and campaigns for existing clients
• Surface upsell and cross-sell opportunities

Location

Lagos, Nigeria