As a Client Support Analyst within the Client Onboarding & Services team, you will be a key player in our service center operations, providing exceptional customer service and support. You will serve as the primary point of contact and escalation point for your team and your stakeholders including Sales/Client Service Account Managers. You will also be responsible for overseeing day to day enquiry handling for our Corporate and Financial Institutions clients.
Job responsibilities
- Manage enquiries received for Corporate and FI customers with the highest service levels and optimal turnaround time
- Adhere to the department policies and procedures and drive the same value within your team
- Engage professionally in person, emails and on the phone to assist with every client need or issue
- Work independently and in a team environment to maximize productivity in a most efficient manner
- Investigate root causes of process inefficiencies and make proposals on opportunities for process improvement
- Help align your and your team’s performance to the broader organizational goals
- Participate in team projects and governance activities
- Minimum of 3 years of relevant experience in customer service or operations (knowledge of Swift MT/MX) in a financial institution.
- Graduate Diploma or equivalent
- Excellent organizational skills and the ability to manage, prioritize, work under pressure, and meet tight deadlines
- Excellent communications skills, able to effectively communicate clearly and concisely to support our clients based in Singapore / APAC / EMEA / North America
- Strong interpersonal and influencing skills, with the ability to establish credibility and strong partnership with senior business and control partners
- Willing to learn different functions and processes and contribute to the team as a responsible and proactive member
- Ability to use data to create metrics and reporting
- Proficient in Microsoft Office (Excel, PowerPoint, Word)
- Willingness and ability to learn new technology/ tools
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
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