Our Clients...
Are valued
and respected, and we work hard to build and develop our relationships
with them, as well as enhance and advance their services.
Our strong client focus is evident in all that we do. Our culture is
a client-centric one with a matching commitment from all staff. Systems
and processes are firmly in place to ensure we service clients and
customers in a way that grows and promotes relationships. Partnered Relationships
A defining feature of our business is that JDV
works in partnership with our clients.
This makes our relationships stronger and mutually beneficial.
We believe it is important for ourselves and our clients to ‘roadmap’ a
successful future together. In doing this, we take a collaborative
approach to opportunities and problems, developing solutions jointly.
This means we both own the outcomes.
Client Support Mechanisms
JDV offers four key contact points for clients, their staff and customers.
This ensures fast and efficient resolution to queries.
In addition, a streamlined process of escalation ensures that the final
decision-maker will address concerns.
Call Centre Support
for your customers
An outsourced call centre solution provides access to a team who understand the
concepts of margin lending, local shares, options trading and the variables that
make up the world of equities.
Client Support Line
Our people have extensive experience in the financial services industry. They
are committed to owning and addressing your concerns and queries. As a client
this is your key support accessed through one single phone number.
Contract Management
The contract manager plays a key role in maintaining the client relationship
as it is through the contract manager that JDV's performance is measured and
reported to the client. They track and report on service level agreements,
perform invoice calculations and provide support on all issues of contract
interpretation.
Relationship Management
A specially appointed Relationship Manager has the role of working collaboratively
with client senior staff in planning and road mapping a future for both parties
that is mutually beneficial. The Manager is the highest point in the escalation
process for query resolution.
Service Quality Commitment
Clients benefit through JDV’s commitment to improvement which
we show by:
Being flexible and innovative.
Effecting longer hours of operation (Trading
Room is available 11 hours a day 5 days a week) during your working
hours
Increasing specialisation
Working with clients to develop specific product
training and phone scripting
Attracting and keeping good people
Continual performance monitoring
We prepare a JDV Service Level Agreement for you that details our clear
and unequivocal base-line commitment to you.
