Client Engagement Specialist at Optiva Capital Partners

Position Overview

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.

Note: This is not a customer service role.

Key Responsibilities

Prospect Engagement

• Welcome and profile all walk-ins and referrals
• Run structured discovery sessions (≤30 minutes)
• Set clear next steps for all prospects

Consultative Selling

• Map client goals to investment-immigration, international real-estate, and cross-sell options
• Produce a priced, optioned proposal within 24 hours with assumptions and an acceptance path
• Handle objections using approved playbooks
• Loop in SMEs for legal, tax, and fees guidance
• Keep all communications within compliance scripts

Pipeline & CRM Discipline

• Log every interaction on the same business day
• Maintain ≥95% completion of mandatory CRM fields
• Ensure accurate stage and probability tracking with dated Next Actions
• Maintain healthy pipeline coverage and eliminate "orphan" leads
• Store documents and consents via approved channels only (SharePoint/secure links)

Follow-up, Conversion & Handover

• Time-box follow-ups and convert proposals to closes
• Collect passport data pages and intake documents
• Hand over clean documentation to the Executive Office within 30 minutes of payment
• Confirm receipt in Optimus
• Send a 5-sentence summary email to the client (cc RM/CE Lead) that mirrors the CRM Next Action

Client Experience & Retention Support

• Trigger NPS/pulse surveys after visits
• Close the loop on detractors within 24 hours
• For clients providing poor feedback (low NPS), phone them within one business day to apologize, fix the issue, and confirm satisfaction
• Record resolution actions and outcomes
• Run retention call-backs and campaigns for existing clients
• Surface upsell and cross-sell opportunities