KEY 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
- 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
REQUIREMENTS:
Please note that only shortlisted candidates will be notified. All information gathered will be treated in strict confidentiality and solely used for recruitment purposes.
- 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
- Build and maintain good relationship with clients and business partners
- Detailed oriented and good analytical skills to identify potential issues
- Effective organizational skills, ability to multitask and prioritize own workload
- Ability to work independently and in a team to collaborate effectively with cross-functional teams
- Ability to resolve queries arising in daily work, maintaining accountability and escalating issues appropriately
- Ability to start within short notice is highly preferred
Please note that only shortlisted candidates will be notified. All information gathered will be treated in strict confidentiality and solely used for recruitment purposes.
