Client Service Senior Analyst
This is a client support role focused on analyzing incoming client queries via phone, email and web portal, providing functional expertise and advice to clients, acting as the first level of escalation and coordinating necessary actions with other teams such as Product, Technology, Project and Release management, Risk management, Legal and Compliance, Onboarding and the User Acceptance Testing team.
Accept incoming client calls, redirect client calls, if necessary, to appropriate support groups for resolution while identifying and setting client expectations for follow-up during the initial client call.
Accountable for analyzing, tracking, and communicating updates and resolutions to clients in a timely manner and within the query management expectations. Ensure and maintain accurate case management information and categorization.
Coordinate and provide an appropriate response to clients by interacting with various internal teams: product management, relationship management, technology, and development teams
Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
Participate proactively in team meetings, identify, and suggest process improvements that increase organizational efficiency and maximize client experience. Identify training needs and facilitate training delivery.
Maintain an unrelenting focus on meeting the needs/requests of our clients, including responding to client inquiries timely and accurately (in line with departmental benchmarks/metrics), and in resolving, and/or escalating problems promptly.
Aligns risk and control processes into day to day responsibilities to monitor and mitigate risk; escalates appropriately.
Superior communication, interpersonal, and listening skills.
Excellent troubleshooting skills.
Customer Service skills
Ability to create accurate documentation with attention to detail.
Excellent communication (verbal and written) both in Japanese and English.
Excellent decision-making skills, especially in a high-volume environment requiring quick resolution.
Strong technical skillset, with the ability to embrace new technology (e.g. XML) and leverage CRM tools (e.g. Salesforce).
Good organization and time management skills.
Mindset and Behaviors
Enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client
Collaborates effectively to get things done, building, and nurturing strong relationships both with internal partners and with clients.
Thinks boldly and out of the box, generates new ideas and processes, and confidently pursues challenges as new avenues of opportunity.
Flexible to adapt to new tasks or changes in responsibilities
Bachelor’s Degree is preferred
One year or more of experience in a client-facing role within a financial service institution.
Strong Derivatives background (e.g. Derivatives Operations or Technology support/development of Derivatives Transactions)
Analytical experience, plus previous experience in a client-service role