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 and experience
- Bachelor's Degree
- 2 to 4 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 Korean 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
