Posted 17 days ago
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Acts as the primary point of contact for client inquiries within Santander Asia's Client Service Group, coordinating requests, routing them to internal teams, and ensuring timely professional resolution to maintain high client satisfaction. Provides daily operational and transactional support including client outreach and documentation, account maintenance, settlement instruction handling, audit and statement enquiries, and pending confirmation follow-up. Assists relationship and business managers with portfolio and product reviews, contributes to semiannual client feedback and KPI reviews, and proactively works to reduce client issues through feedback.
- Compensation
- Not specified
- City
- Hong Kong
- Country
- Hong Kong
Currency: Not specified
Full Job Description
Client Service Group is a newly set up function within the first line of defence under COO Office in Asia and contribute to the success of the Santander Asia through a group of knowledgeable professionals that manage the branch operational process and provide excellent client services, enabling the achievement of strategic objectives and supporting the Santander Asia corporate goals within agreed risk appetite constraints.
To act as a primary point of contact for client inquiries, ensuring prompt and professional resolution in maintaining high client satisfaction.
Key Responsibilities
Coordination, receive client requests and understand the needs, and route them to the correct internal teams. Keep clients informed about the status of the requests
Semiannual client feedback and KPI review
Daily operational and transactional support including
1) Client outreach and documentation, collect client files and documentation
2) Account maintenance, process changes to account signatures, address and company details
3) Pending confirmation follow-up
4) Settlement instruction/issues
5) Audit confirmation enquires
6) Client statement enquiries
Client service, proactively understand to reduce the client issues/frustration through feedback
To assist business manager on portfolio review and product review, assist relationship manager to prepare information for client portfolio /product review
Requirements
Bachelor’s degree in finance, business, or related field
5 - 8 years of experience in client services, sales support, or trade operations within financial services
Good understanding of trade lifecycle processes (front-to-back)
Excellent communication and interpersonal skills
Detail-oriented with strong problem-solving abilities.
Ability to work under pressure and manage multiple priorities
Collaborative team player with a client-first mindset
Strong analytical and organizational skills
Proficiency in MS Office
Fluent in English, Cantonese and Mandarin. Korean or Japanese is a plus
