Client Service Representative

Our SMBC Transactional Banking Department (TRBD) is looking for a Client Service Representative who will be responsible for addressing customer inquiries on cash management products or related banking services (by email or phone).

Explain how to use internet banking and related service to wholesale customer.

Receive inquiries from customer via email and phone.

Answer and address customer inquiries related to our cash management products.

Create contract for our products implementation/amendment.

Log customer data and inquiry information into proprietary system.

Work with our partner bank to provide set up service support and troubleshooting issues.

Manage customer entries into our billing database for the purpose of generating invoices.

Keep close communication with the Senior Client Service Representatives on daily tasks and progress.

Collaborate with our back office operations, Deposit & Clearing, and Investigations departments for wire transfer issues and inquiries.

Work together and problem solve along with our product team to assist in resolving issues.

Develop good knowledge of bank cash management products to provide assistance, support and customer service to TRBD sales team and corporate banking relationship managers.

Develop strong knowledge of internal policies and procedures in order to effectively execute processes.

Develop a strong understanding of the Transaction Banking sector, including internal and competitor offerings, to provide subject matter expertise and identify new products and services to clients that can potentially meet their needs. Demonstrate a working understanding of the firm's risk framework to identify and mitigate unwanted exposures, watching for when processes need to be adapted as needed by changes in regulation or risk appetite. Use solid verbal and written communication skills to interface with clients, keeping messaging clear and concise. Display functional project management skills to facilitate coordination between multiple parties to execute on transactions and track completion of key work-items.

Work Experience: More than 2 years of comparable or relevant customer service experience, preferably in banking/financial services industry.

Education: BA/BS Degree preferred.

Business English language skills a must, and business Japanese language skills preferred.

Advanced skill for DX tool like Power BI, Tableau, PDF editable documentation preferred

Ability to use time efficiently and effectively and remain customer service oriented while handling large volumes of customer inquiries.

Ability to effectively multi-task a broad range of activities, tasks, and outcomes. Proactively follow-up on open items and work that needs to be advanced forward.

Ability to clearly communicate verbally and in writing across various communication settings and styles.

Builds constructive and effective relationships with internal and external parties, using diplomacy, respect, and tact.

Ability to anticipate customer's needs.

Ability to quickly learn internal policies and procedures, think independently and suggest solutions.

Hybrid working: Recommend working in the office twice a week.

D&I Commitment

Responsible for fostering a culture of diversity and inclusion, holding leaders accountable for creating an inclusive environment through awareness and practice of equity in recruiting, developing, and promoting diverse talent.