Senior Associate

The successful candidate will be a part of the Customer Service team based in Japan.

The team is responsible for all aspects of product operations, administrations, and customer service.

Main responsibilities:

• Deal with queries from clients, both internally and externally via telephone or written communication and complete subsequent process required.
• Identify and log any complaints/ VODs that we received. Ensuring that following the complaints procedures correctly.
• Take ownership of and resolve any queries through to a satisfactory conclusion for both internal and external customers.
• Conduct general related tasks.
• Support Premium Collection tasks to include payments.
• Repsonsibile for account opening and life servicing operations.
• Ensure pended work is reviewed, chased and closed within expected timescales.
• Responsible for accurate and efficient completion of general and corporate administrative tasks provided to you.
• Lead and support junior staff in the team.
• Actively contributing to the successful delivery of the departmental objectives along with your own business objectives and performance development plan.
• Be a team player and contribute to the "one team" approach across all of Client Services.
• Proactive, solutions-based approach to understanding issues which arise.
• Able to implement actions according to company policies and procedures.
• Ensure compliance, company policies and regulatory legislation requirements are met and adhered to.
• Highlight any efficiency opportunities to help improve customer experience.

Minimum requirements:

• Native level in Japanese language with very good proficiency in English.
• Excellent written and verbal communication, both internally and externally, in English and Japanese.
• Highly self-motivated individual.
• Experience in handling external telephone calls
• Ability to manage and prioritise own workload in a fast-paced environment and be able to make decisions within the merit of their role.
• Strong understanding of client due diligence and anti-money laundering requirements including client screening process.
• Capable of working to tight deadlines & display time management skills.
• Demonstrate an inquisitive nature and willingness to identify any concerns, particularly relating to KYC/CDD. AML and suspicious transactions.
• Be passionate about delivering excellent customer service.
• Previous work experience in Bank, Securities, or a similar retail customer service-based industry.
• Can demonstarte leadership and ownership of the tasks in the role.
• Experience in account opening and customer ID verification process.
• Experience in bank transfer and payment operations
• Competent in Microsoft applications