Bilingual Japanese Client Service Administrator

An International Bank is seeking a Client Service Administrator with Japanese skill who will manage client service relationships, which includes responding to inquiries on day-to-day operations, participating in improving the quality of current services, and developing new services.

• Proactively responds to customer inquiries, claims, and complaints. Analyzes the customer’s needs and reports to the Manager in a timely manner. Develops solutions / options to customer requirements and improves service relationships with customers.
• Informs the customer when potential problems are expected, if a problem has already occurred and takes any required action from the customer to solve the problem quickly.
• Provides high-quality work by ensuring accuracy and seeking to continuously improve our processes and platforms by embracing new and better ways of doing things.
• Coordinates with other departments to provide customers with high-quality services. Develops an understanding of operational workflows to accomplish this. Cooperates with appropriate staff of the Bank to provide good services to customers.
• Must keep abreast of current market practices and Bank systems.
• Maintains to provide customers with high-quality services in cooperation with staff in communicating with customers. Ensures to respond in a timely manner and report to customers every two weeks about the status of the pending inquiries.
• Maintains and organizes all the communication records with customers and minutes on conference calls, approval forms, and other documents as directed by the Manager.
• Creates reports / other documents and makes necessary checks on them as directed by the Manager to maintain / improve the global custody product quality.
• Rotates between the day and night shifts for response to any inquiry from customers in Japan and other countries.
• Assists in the Officer’s responsibilities during his / her absence (e.g., account maintenance, various approval procedures, review of other staff’s answers for customer inquiries).
• Supervises, trains, and provides guidance to subordinate staff in communicating with customers.
• Enhances employee knowledge and understanding of job responsibilities through continuous communication and on-the-job training. Training should focus on establishing high quality / accuracy of work.
• Performs all BSA / AML assigned duties as listed in the “Amended and Restated Policy Regarding Opening, Monitoring and Closing of Custodial Accounts” as found on Employee Access.
• Performs all other duties as assigned by the Manager not only in existing functions but also in other / additional functions necessitated by business expansion.

Qualifications

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