Responsibilities

Client Service Delivery

Answers routine to complex customer inquiries, determines customer concerns/problems, and contributes to the resolution of escalated issues by offering solutions within scope of work via inbound and outbound calls
Adheres to all policies & procedure guidelines and customer service standards to achieve operational, productivity and quality objectives
Performs KYC due diligence for both corporate and retail clients to meet regulatory requirements
Identifies customers' current and future needs proactively to ensure a positive customer experience
Verifies customer requests to ensure information is correct and in good order, and takes appropriate action
Corresponds with customers via phone, email or standard/complex written correspondence, where appropriate
Performs activities related to department's mailing
May perform relevant operational or service ad-hoc requests assigned by leader
Other tasks, duties or projects as assigned based on business requirements

Compliance & Risk Management

Detects and assesses potential signs of fraudulent and/or suspicious activity and takes appropriate action with guidance
Adheres to all fund and company policies and regulatory controls and requirements and offers suggestions or feedback when requested or appropriate

Business Process Improvement (Continuous Improvement)

Participates in business improvement activities, demonstrates basic understanding of lean concepts and improvements to existing workflows; supports change management activities
Identifies trends and recommends improvement opportunities to streamline business processes resulting in greater efficiencies, productivity, and service

Teamwork, Networking & Partnering to Achieve Objectives

Develops and leverages internal and external relationships to achieve shared priorities and goals, satisfy customer needs, resolve problems, and increase business insight and awareness
Actively participates in team meetings by contributing topics for discussion and offering ideas and feedback

Qualifications & skills

Bachelor's Degree
1 to 2 years' experience working in a financial services firm ideally in a client service role
Mutual funds experience is a plus
Strong PC knowledge including use of Microsoft Office applications
Excellent written and verbal communication skills in English and Chinese (written) / Cantonese (verbal) to interact with clients, business partners and management
Proficiency in Mandarin is a plus
Effective organizational skills, ability to multitask and prioritize own workload
Ability to resolve queries arising in daily work, maintaining accountability and escalating issues appropriately